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? 

[Kris206]

Had a horrible experience regarding a cancelled client that never even got a chance to see the vicinity of my unit. Due to her cancellation, she was charged the a fee and was furious to give me an all 1-star review. I called in the Escalation CS department and lo and behold I was advised that review are based on "perception" of the client that is leaving a review. I was trying to explain that review from client was invaluable and highly affects the rating and my upcoming Superhost review of 1st of July has now massively been affected, I did not even meet the basic requirement.

I am a new host and unfortunately can only rely to get the badges for guests ability to leave an honest feedback. So, we really struggled to get the high ratings and 1 single negative review has now made me ineligible. Cleanliness was a single star which client shows that she cancelled before she even arrived. I argued that AirBnB that Communication was a single star wherein a platform from AirBnB was used and clearly I have a 100% response rate. CS advised rate is only for accepting and declining request.

100 %

Response Rate

Respond to enquiries and reservation requests within 24 hours at least 90% of the time

I believe CS was referring to the commitment rate which I also have 100% on. Anyhow, this my rant and with all the fees we pay to AirBnB apparently host does not have leverage even if dishonest reviews are left under no control of the host.

Yes, I do acknowledge that if I do not agree with AirBnB service, I can always leave. However, I have invested time, money and effort to get this up and running with promises of Trust and Safety. And now that it's time to catch up on your AirBnB fees, CS is rudely victim-blaming.

[David6]

Sorry to hear this @Kris206 . I lost superhost a few years back after some retaliatory reviews. It’s just the injustice of it all that really gets to you. It takes such effort to host, and I just do not feel Airbnb has any concept of what’s involved. They treat hosts with utter contempt.

But keep going, don’t be deterred as some amazing guests will follow - you’ll get superhost next time and the great guest  makes it all worth while. Good luck 

[Valerie27]

Kris, I believe you are able to still post a response to all reviews so this is where you can explain yourself to other potential guests. You could say something like: "Unfortunately, the guest cancelled at the last minute . I'm not sure why she would review my home since she never saw it. Perhaps a flaw in the system but either way, I welcome all my guests to a sparkingly clean home and I'm a great communicator and will respond quickly to all inquiries." I always take the high road.

While it sometimes seems that one guest can make a difference, in the end it seems to work out. Take breaks if you need them (block dates) so you can stay positive about your home. Its your refuge so don't let others take that from you. I hope you can make this work for yourself and enjoy your upcoming guests. Keep sharing your experiences with us here! Good luck Kris!

[Hollie6]

I feel you! I've had this happen now a few times if I try and collect money for something broken or extra cleaning and then I get a bad review! I think AIrbnb should not allow the guest to leave a review if they get an extra charge. Now what I do is immedietly send the guest a note saying I hope they enjoyed there stay and let them know I strive for 5 star reviews and if there is anything I can do to improve the guests stay I would love feedback.....then they ususally leave a review right away and if they do it is always a good one and then I hit them with the charge and the bad review! I know its manipulating but I don't see any other way around it! Good luck!

Hollie

[David6]

@Hollie6 

Airbnb is actually turning me in to a person I don’t want to be haha. Devious and manipulative, doesn’t even begin to describe. No, I joke, but hosts do need to be extremely creative working the system that Airbnb defines.

But also, they way I look at it. if they want to try take us for a ride, well it works both ways. 

This year I’ve booked nothing via Airbnb. Last year I spend several thousands as I was working in Europe a lot. It’s just my way of taking a stand. And there are so other really amazing platforms out there. And many of the same listings seen on here. I’m also using social media a lot and booking direct  

[Alice595]

@Hollie6 I strongly agree with you. I have suggested by leaving a feedback in Airbnb feedback page that no reviews could be made for a guest and host when there are confrontation or arguments between the host and the guest.

I have tried the tactics you mentioned. It seems that it did not work well. Guests who behaves bad normally don't care about the reviews especially when you beg them to leave a review. But I will copy your words and try again next time. Thanks!

[Juan867]

Bueno por lo que e leido en estos comentarios la pagina AIRBNB es una mierda mentirosa , si leyeron bien no soy britanico asiq que escribo con todas las letras esta pagina es una mierda que no se hace responsable de nada deja tirado al anfitrion y todavia lo llama para intimidarlo que un viajerole ofrecio efectivo y que me vana a multar , AIRBNB andata a la reputammadre que te pario pagina de mierda  tenias que se yanqui jodedotres asesinos de livertades ajenas 

[Cat84]

I had a nightmare guest. I was a superhost. I bent over backwards for guests. This one guest arrived for 4 days. Stayed out overnight. Got home obviously worse for wear. Clearly decided she wanted to return to Melbourne and cut the holiday weekend short. Took off in the afternoon without speaking to me and then reported me to Airbnb supposedly because the room smelt of my cats. Total rubbish. My place is pristine. My cats don't smell. In fact they didn't even go downstairs while she was here. She left the place trashed. And took off with my public transport card with credit on it. I was absolutely devastated. Airbnb support were useless. I have a 2 night min stay which they honoured but I lost the other 2 nights and she left a poor review which reduced my star rating so no longer a superhost.  Her lies cost me something I tried hard to achieve and retain. Now  I just don't have the heart in it anymore. I've got 3 bookings this month and then I think I will call it a day. It's definitely set up for guests not hosts and if there is an dispute logged I don't understand why ABB insists on these guests and hosts having the right to leave feedback when you know it will be horrible and do nobody any favours.

[Robin4]

@Cat84 

Bad luck Cat, you didn't deserve that, and from what we read here guests like that do seem to be on the rise.

The problem is Airbnb protect their review system, not the content of it!

In this maniacle desire to keep the system open and transparent, all they will say is....'It's the guests perception that is important". Not the fact that the guest was a totally loopy individual on 5 different medications to keep her anxieties under control!!!

Maybe better screening could have prevented this Cat. You say you bend over backwards for your guests.....could it be that you are not reading those initial message signals well. I don't bow to guest requests when there are questions/requirements they need answers to before they have set in my property. 

From my point of view they either like what they see and just want to stay or,  they want to get me to agree to something I don't offer. 

I understand you worked so hard to have it all undone by a thoughtless fruitcake but, don't give up on it Cat. There are a lot of amazing guests out there, you just need to maybe sort out 'the wheat from the chaff' a bit better during the booking process.

Just one thing, I don't think this guest cost you your Superhost status Cat, you had a host cancellation back in September last year....I am afraid that will do it every time! Host cancellations and Superhost status definitely are not compatable! You will be up for it again after September this year.

Cheers......Rob

[Cat84]

Thanks for responding Rob. You're right there are some great guests out there. Maybe I need to grow a bit more of a backbone and be more selective. The alarm bells were ringing when she told me she was  DJ so I should have listened to my gut. 

Have a great weekend!

Cat

[David6]

Sorry to hear this @Cat84 

That feeling of being so disillusioned that you want to quit. Yes, know it so well. All because a platform we are actually paying fees to use, and from a company that’s made millions from all our hard work, treats us like dirt. 

Just look on TrustPilot - I would be ashamed if I was heading up a company with such a horrendous public profile. Hosts and guests in the thousands who will never use Airbnb again. 

I still host, but do not spend a single $ now as a guest. I use other platforms. And this tiny gesture just makes me feel 10% better about things.  

[Susan17]

@David6 

Just read about your partner's sister. So sorry for your loss. Losing a sibling is always particularly painful - my heart goes out to you both. 

Regarding the despair, the despondency, the disillusionment, the disgust with Airbnb - it's an extremely common (and rapidly escalating) theme amongst hosts now - as evidenced by this thread, the entire CC, Airbnb's own FB page, every STR-related group and forum out there, and every consumer review site on the internet

It's blatantly obvious from the abusive, unconscionable (and arguably illegal, in some instances at least) way that the company is treating its small, "independent" hosts, that they're deliberately - but stealthily and systematically  - pushing us out, to make way for the bigger, flashier, more lucrative players at the top of the pyramid. 

It's up to us whether we're all just going  slope off quietly with our tails between our legs - or we're going to make a bit of noise about what's really  going on in happy-clappy Airbnb-land. Before it's too late, and tens of thousands of potential IPO investors - small mom and pop investors, believing that Airbnb is a safe bet - are conned into sinking their money into a company that's morphed into the polar opposite of what it says it is, or most of the world thinks it is. 

[Antonett1]

I agree that Airbnb need to support hosts , especially super hosts because we work so hard to get it right and collect reviews. I had Two groups that damage my home and when I go through the resolution request, the guests leave negative three stars reviews and accuse me of scamming them! I have to get my home repair quickly so that my next reservation will go well. The support from Airbnb is lacking and need to filter those negative reviews. With new changes to super host will probably be in jeopardy. I think I may just pull out and take a break after this season. 

[Sarah1685]

Nice to see i’m not the only one totally feeling defeated by airbnb 

I was a super host with more that 179 excellent reviews- i take my role as a superhost serously and did my utmost to ensure guest receive 5 star everything 

1 x  guest complains about everything nothing is good enough and she is just that person that is looking for drama ( contact was made with the resolution centre too via myself to make airbnb aware of her demands)

She gives me a bad review 

Airbnb don’t care that you have 170 plus  5 star reviews 

that x1 review means i lose SUPERHOST status 

also means i lose my HOSTPLUS status 

Where is the Fairness and why are we not treated as individuals - we are all just a number and dedication and loyalty are worth nothing 

not a good way to look after the hosts that make airbnb the sucess it is today 

[David6]

Absolutely. I’m about to loose superhost after 3 resolution claims and they all left 3* reviews. It’s just like a kick in the teeth and it really is so unbelievably short sighted of Airbnb.

So many of us are feeling the same though. One day a new platform will emerge and I’ll sing and dance in the street 🙂