How to respond to a retaliatory review?

[Carrie234]

Hello all, I need your valuable opinions! Last week we hosted a family that was new to Air and it turned out to be a regrettable experience! They flooded the bathroom in the suite, cleaned up the mess with our bath towels. They then bagged up the towels and threw them in the outside garbage. We werent home when they check out and I discovered this when I went to clean. They didn't respond to any of my messages so I escalated it to Air. They also didn't respond to any othe Air's messages so they reimbursed me for the extensive cleaning required. I am still waiting for a decision on the request for replacing the towels. I will post my review once a decision has been made

In the meantime, I receive the dreaded email that they left me a review. The nerve!!! I took a few days to calm down but now I am preparing my review as well as my reply to their review. I have already contacted Air about removing the review but they said it has to be posted before they can review my request to remove it. 

Here is what I came up with so far.

My review for them:

​"Proceed with extreme caution if you decide to host [GUEST NAMES] & their kids. They plugged our toilet, flooded the bathroom and cleaned up the mess with our bath towels. Then they bagged up the towels and put them in the driveway garbage bins. No mention whatsoever of any issues during their stay so we didn’t have the opportunity to help with the flooded bathroom. Zero communication about what happened (after numerous messages were sent).   We did not enjoy having to replace the towels and spend excessive amounts of time cleaning, disinfecting and odor removal. Hopefully other hosts can avoid the same problems we had with these people." There is so much more I could say but I don't want to seem like I'm going on & on. Thoughts? 

My reply to their review:

"This proved to be our most challenging hosting experience to date. [GUEST NAMES] liked their stay much less after we asked them to reimburse us for the damages they caused during their stay. They flooded our bathroom, cleaned up the mess with our bath towels then threw the towels outside in the garbage. We received zero response after numerous attempts to communicate with them. We definitely would have dropped everything to help but we were not given that opportunity. All of the other issues (cleanliness, lack of communication and additional guests at check-in) were overlooked as we wanted them to enjoy their vacation. We take pride in hosting a great stay for every guest & all of our 5-star ratings didn't come by accident."

I don't want my review taken down for any reason so I am being selective of what I say.

What do you think?

[Carrie234]

@Sarah977 maybe I'm overthinking this but I've learned a lot of crap in my short time hosting (and have been burnt a couple of times). I've been completely taken aback by guests behaviour before...

And sorry to keep you all in suspense of the dreaded review! I'll probably wait until Friday

[Ian-And-Anne-Marie0]

@Carrie234 @Sarah977 

 I've learned a lot of crap in my short time hosting

Some of that crap is to keep quiet until the last minute too. Guests who can't be bothered to reply to hosts and ABB messages are guests who won't even make a review. Best to keep it that way and not to  remind them!

[Carrie234]

@Ian-And-Anne-Marie0 yep that's true. I have hosted way more stays than my reviews show.... but for those mediocre guests, I figure it's best not to bother with a review.

[Carrie234]

@Ian-And-Anne-Marie0 @Sarah977 @Lisa723 alright everyone, the review is live go ahead and look!

I was going to reply with:

"This is a retaliatory review resulting from the guests being asked to pay for extensive cleaning and replacement of destroyed towels after plugging the toilet, failing to communicate with the host, and disappearing without a word. We take pride in hosting a great stay for every guest & all of our 5-star ratings didn't come by accident. Our other reviews give a true picture of what to expect when choosing our listing."

However, my reply doesn't address any of his complaining - but not sure if I need to?? AND I'll be calling abnb later today anyway. 

[Lisa723]

@Carrie234 what is the true situation about "one towel per person" and "no top sheets"?

[Carrie234]

@Lisa723 they booked for 3 people, but showed up with 5 people instead. Initially, I gave them 3 sets of towels (bath, hand,face towels is a set) and 2 extra bath towels. Then they asked for 2 more towels , which we gave them. They stayed for 3 nights.

It's true the master bed had no top sheet but the blanket is ALWAYS freshly washed after each stay. I'm actually going today to purchase a duvet & a bunch of duvet covers for the bed because this is the second mention of no top sheet. I'd love to hear your opinion. Thanks

[Lisa723]

@Carrie234 I would expect a top sheet and be uncomfortable without one. Here's how I would respond:

"This review is retaliation for our request for reimbursement for extensive cleaning/sanitation and replacement of destroyed towels, after these guests clogged our plumbing, did not inform us, and disappeared without a word. We are always happy to provide as many towels and sheets as needed and always respond to any request for assistance or additional supplies. We take pride in hosting a great stay for every guest."

[Carrie234]

@Lisa723I appreciate all the feedback you amazing hosts have given this newbie! I just posted my reply, I'm ready to get over this and move on with my day LOL!

[Ian-And-Anne-Marie0]

@Carrie234 

House Rules: "If you're unhappy with something, tell us as early as possible and we will do our best to help"

Pity they didn't read. Also - where to put the towels when they finished with them! How do they know about the 4 day stay when they only stayed 3?

Do you know the star ratings they gave you at all?

@Lisa723 's reply looks good.

[Carrie234]

@Ian-And-Anne-Marie0 hahaha maybe I need to specify that "one-time use" towels do not exist nor are they disposable LOL

He gave 1*

[Ian-And-Anne-Marie0]

@Carrie234 

1* is definitely retaliatory. He probably made getting that review overturned 3* easier. Hopefully your conversation with ABB will fruitful.

[Mike1034]

@Ian-And-Anne-Marie0 @Carrie234 Will Airbnb remove a review just because it is retalatory? I doubt since my friend did not have the luck. Airbnb only removes a review when it violates its Content Policy.

https://www.airbnb.com/help/article/546/what-is-airbnb-s-content-policy

You may check this thread how hard to have a review being removed.

https://community.withairbnb.com/t5/Help/Clarifying-content-policy/td-p/661609

@Carrie234 If you are to ask for the removal of the guest's untrue review, please let us know what your outcome is.

[Sarah977]

@Carrie234  I don't see it!  Or any bad review, except for the one where the guy let his dog urinate all over everything and bitched about being charged for a broken glass. Did Airbnb take it down?

[Carrie234]

@Sarah977 ya that guy was a real piece of work. Abnb determined it violated their content policy. 

[Sarah977]

Yay @Carrie234 !  So glad you got a helpful response from CS without a fight.