How to submit a complaint about a guest on airbnb

[Matu25]

Hello,

I need to submit a complaint about a guest on airbnb. Will you be kind to show me how or where? Thanks.

[Martin3344 · Accepted solution]

@Matu25

I assume that your question relates to the recent poor guest review that you received. I understand your anger, as all hosts feel annoyance when we consider ourselves to be reviewed unfairly by guests. This is a testament to the pride that you take in what you do.

I would recommend that your public response to this sort of review deals firmly only with the specific facts, so as not to damage your future rental prospects. Prospective future guests who look at your listing will normally ignore a single poor review if the majority of reviews are positive, however they may potentially be deterred from booking with you if they see an emotional response rather than factual details in a response to a negative review. The guest in question will probably never even see your response themselves as it is not sent to them within the system.

Your reply to this review does however suggest that there was perhaps something 'retaliatory' about the guest review. Airbnb has introduced policies to try to protect guests against retaliatory reviews in certain circumstances. If you have good substantiated background reasons I would suggest that you call the Airbnb Help Desk to see if there are grounds to have this guest review removed from your record under their retaliatory review policy. Hope this helps, and good luck with that.

[Matu25]

Thank you so much. Unfortunately they will not remove it as it does not violates their policy. I have to make peace with this and move on I guess. I, however, appreciate your response very much. 

[Alicia753]

Hi @Matu25 can you provide more details on what kind of complaint you're submitting against your guest? If you need to request compensation for damages or other issues not included in your listing, the Resolution Center is where you can securely send or request money related to your Airbnb experience. You have up to 60 days after your reservation's checkout date to submit a request. You can also click the Contact button on Airbnb's help center if you want to reach their support ambassadors.  It's advisable to document any damages or issues thoroughly with photos or videos and to communicate clearly and calmly. Remember, Airbnb reviews each case individually, and their intervention will depend on the evidence and circumstances presented. Hope this helps! 

[Matu25]

Thank you, Alicia.