How to deal with retaliation review?

[David6]

Another nightmare weekend. Saturday I fell asleep at 12 midnight, as horrendous personal situation  (is this wrong!? Do I need to be 24/7 *woke*)

woke up at 5am to see dozens of calls - around 1am / 2am time - from guest who had ‘left keys in uber’ .

i can’t understsnd why the guest didn’t recall her driver - his number would be listed in app - and get keys back. 

Anyway, at 5am I wake up - message and tell guest how to get emergency set of keys. Bingo! She acknowledges she’s back in flat! 

She messages next day, to say ‘sorry, don’t worry, chatted to driver, I’ll get keys back, before I check out.’ 

So today Monday. Guest checks out. Sends message. ‘Not able to get keys back, I had to rush to catch my train’

I phoned Airbnb to log issue and commenced resolution claim. I just charged  the ‘labour’ to Change barrel on 3 locks. Not whole new locks. No charge for all extra keys I had to cut for me, cleaner, my new guests, arriving this same day at 3pm! I tried to be reasonable. 

Weekend guest accepts the charge, but of course leaves retaliatory review. 

Nearly 6 years of hosting Airbnb? How do I feel? Defeated, unsupported, guests can ruin hosts, no fairness, a platform hosts built and  pay for with fees , yet treated with utter contempt! Superhosts lost because of guests like this! 

And *supposed* voice of hosts (the biggest joke of this century)  @laurachambers 

you ignored me last time when a guest literally sh*t all over my apartment! But when  are you going to step up to your role - supporting hosts? -  stop guests who are charged via resolution centre, from leaving reataliority  reviews????  I appreciate this is rude, but apart from staying with superhosts all around the world - utterly  pountless as so biased- and documenting how amazing it all is. What is your response to hosts like me, who are totally hacked off with Airbnb? A totally disillusioned host worn down by Airbnb policies? 

[Ange2]

@David6    Thanks. I took a look and unfortunately there are no review trends on the desktop app.

[Emilia42]

@Ange2, I don't have the app so I never see the trends but I have seen them on an ipad. 

[Ann72]

@David6 What a nightmare guest!  So irresponsible.  I clicked through and saw your bad review of her, which is awesome, as it's her only review and will make it nearly impossible to book again.  I hope.

I don't think you'll lose your superhost status over this, though.  Hang in there!

[David6]

@Ann72  Thank you very much. Appreciate it. And yes, I hope my review ensures she is never able to book again. 

[Branka-and-Silvia0]

hehe @David6  you did not really bother to pack it into cellophane with the ribbon 😄

[Ann72]

@Branka-and-Silvia0 LOL 🙂

[David6]

Haha @Branka-and-Silvia0 

[Kelly149]

hey, you know we can all "Report" that profile, since this guest's review clearly shows that she doesn't understand what an ABB is all about

@David6 @Ann72 @Helen350 

[Ann72]

@Kelly149 I was considering that - going to do it now.  🙂

[Helen350]

@David6 Poor you! She obviously doesn't know the difference between Airbnb & a hotel. (WHY doesn't Airbnb make this CLEAR?) - Expecting 24hr reception/desk service, & having no concept that it's OK for hosts to keep personal belongings there. Not that that makes her behaviour OK. Nor her review.

Perhaps you need a large "Welcome to my HOME! I hope you enjoy your brief stay as much as I love LIVING here" banner on the wall???

- But seriously, when I host newbies, I often send a message asking them if they are aware that my place is not a hotel, & if they are OK with a few things that they could find fault with, eg shared bathroom, other guests.

Stay encouraged, remember all your excellent reviews from genuinely satisfied customers.....

[David6]

@Helen350 

Many thanks. Good advice, & exactly what I do. I think if I’d made no claim her review would have been good. I have a housekeeper and honestly I have never seen a place so clean. Every guest mentions it. I was in apartment just before this guest  arrived. There is no dust. Not under beds or anywhere. 

Haha. I love the idea of sign. Maybe I’ll print it on the pillows, and hopefully over night it may sink in. 

[Pete69]

Solution: Have a lockbox. Have one key per guest. Keep one extra key inside with a note saying to leave it inside the box in case of emergency (lost keys, etc).

I also hide a key outside (in a different place after each guest). Mention where it's hidden under "guest resources".

[David6]

We tried this @Pete69  the guests just remove all the keys when they arrive. Even though we taped the emergency keys in. I think the problem is the guest who was obviously lying. You leave the keys in an Uber, phone the driver and get them back surely? 

[Pete69]

And how does somebody leave their keys in an Uber car? I keep keys in my pocket.

[Yadira22]

@Pete69  agreed but we did have this happen once and it was a genuine mistake but the guest in question was able to retrieve the keys the next day and she apologised profusely and offered to pay for it if it could not be done.  

My fault with this lady that @David6 hosted is that she did not even try and then just went on with her day as “she is going to miss her train”. She could still call uber and organise it to be dropped off directly to David  (or someone of trust) for a small fee. You do not need to be in the country- you just need to be connected and want to do it.