How to address a vengeful guest review that is an outlier from our other reviews

[Sarah72]

Hello!

We have been with Airbnb as superhosts for 6 years. We have more than 400 reviews (377 as a host and the rest as guests) with an overall rating of 4.99. We recently hosted a group who had three extra people that primary guest snuck into the guesthouse. The capacity of the guesthouse is  six. Because he was already there, I simply, directly and courteously asked him to pay the additional fee of $15 per person for each additional person over six. This angered and agitated him. He is new to Airbnb and I feel certain he will leave a retaliatory review because I was direct (while remaining professional and kind) in my communication with him.

What can be done about that kind of a review? It will clearly be an outlier from the rest of the reviews that we have received. What process does Airbnb have in place to address this?

Sincere Regards,

Sarah Syverson

Airbnb  SuperHost

Mancos, Colorado

[Sarah72]

This is such a good question about remaining an Airbnb host. Has anyone found another platform that serves them better?

[Deirdre12]

@Sarah72 I like VRBO.  They don't try to micromanage my business through inane policies, the guests I receive through them are often more mature (not party-ers), and VRBO also has a personal host account manager assigned to me whom I can call or email with any questions, and he has been super helpful, spending time on the phone with me looking at my listing, etc.   I cannot give up using Airbnb though -- I find that I need to use both sites to get enough bookings to pay the house's expenses.  

[Brian2036]

@Deirdre12 @Sarah72 

That’s the problem at the moment. I listed with both VRBO and TripAdvisor several weeks ago and haven’t had a booking or enquiry yet from either of them.

 I got my first booking from Airbnb within a few hours of listing, so I would have to rate them #1 for advertising, which is the main service I need.

They have also maintained my calendar and payments flawlessly so I can’t complain about that either. 5*.

I haven’t had to use customer service and I hope I never do. 

I would have to rate them 3* on their website, which is really not good, but on the other hand this Community Forum deserves 5* and is an extremely valuable resource.

[Allie228]

I never have refund issues with VRBO but of couse the volume is much lower. Airbnb ALWAYS  refunds the guest and screws the host and I frankly am just tired finghting it. I'm switching 30 day units back to regular rentals.

[Richard531]

@Sarah72  

I wouldn't have said anything to the guest.  Nothing at all.  Get them OUT as soon as their stay ends and give them the biggest fake smile you can muster.  Open up all the windows.  Clean up the place.  Get it spit-shined and ready for the next guests.  Hope they don't review you.  Wait 13.99 days and leave them the biggest crappy review turd in the history of crappy review turds.  Never host them again.  

What did you ask for, $50?  Really?  For all this stress?  And a possible bad review?  It's just not going to be EVER be worth it.  You are one of the few 4.99s out there with 100+ reviews.  Well done.  You, are the real deal, and there aren't many of you.  You should cherish and protect your 4.99 and be proud of it.  Don't let people tell you it's not a big deal.  It's a big deal.  Guest care about 4.99s.  The algorithm cares about a 4.99.  The people at the call center care about a 4.99.  You care about your 4.99.  Protect your 4.99.  Even if it means losing a few bucks and swallowing a lot of pride.  

In the future, get a JERK like this out of your life and keep your retaliatory review risk as mitigated as possible.  

[Sarah72]

@Richard531 Great advice!! Thank you so much for such a valuable and worthy perspective.

[Fiona659]

Yes but an outlier review should be ignored for superhost status this is the very unfair outcome

[Allie228]

dont look for AIrbnb for help. They wont do anything.  

[Iolanda54]

I do understand your frustration because we all expect open and honest exchange of services.

After all nothing is free. It should be reported and airbnb should request additional payment. It happens and will continue to happen, everywhere. Some people are just selfish and want to

attempt to get something for nothing. Im sorry it happened to you. I not sure what airbnb will do or if they will act on your report. 

Iolanda

[Heather289]

If you have more than 400 reviews and an overall rating of 4.99, one bad review will have no impact on your average.     

You can reply politely to whatever he writes, and use it to show how professional you are.   

I wouldn't worry too much 

[Iolanda54]

They should pay and should be embarrassed for attempting to add more than the unit can hold. Its additional wear and tear, cleaning, extra use of everything. Also, the issue of an over the guest limit is a safety issue as well. 

Reply professionally and explain the real issue.