I will no longer post a bad review about a guest

[Megan160]

I had an awful guest experience and tried to settle it with the guest personally. She stayed at a reduced rate and then needed to extend her stay. We gave her an even bigger rate discount. When she left, she left the place a mess. Dirty, greasy dishes, pots and pans. All the furniture was in dissaray, both sets of blankets/quilts had spots and stains on them, there were crumbs in all the beds on the mattress pads (which had to be hand picked off), and she ruined a set of sheets.

I took 3 days to cool off before I texted her because we really went out of our way to help this guest and she took advantage of us. I told her I was unhappy about the state of the place and asked her to pay $50 to replace the sheets. Prior to this text, she had nothing but glowing reviews and thanks for me in all her texts. She did not understand why she should have to pay for her sheets because I was a woman and the damaged sheets were a result of a "woman thing" and thus I should understand. I said I shouldn't have to pay for her "woman thing".

After much internal debate, I decided to warn other hosts and gave her an appropriate but still not brutal review, even leaving out the refusal to pay for damages and passing on her lame excuse for the mess. She then gave me a bad review, lying about my place and me. Prior to this review, I had 5 star reviews. Now people think my place is noisy and I am rude. My bookings have almost stoped dead in their tracks after her review. Plus, my 3 month pre-book for Jan-March canceled right after the review. I have contacted Airbnb twice about this to no avail. I had responded to her bad review, but not in much detail because I assumed that if I could prove it was a retaliatory review, it would be removed. THIS IS NOT THE CASE! Not only will they not remove it, they won't even let me expound on my explanation to her bad review.

So frustrated! I am knee deep in the process of spending a lot of money to make my other 2 rentals Airbnb rentals and now I can't even get bookings in prime season. Airbnb penalizes us for trying to warn other hosts about bad guests.

[Candace9]

I think hosts should always leave reviews, whether they are good, bad or ugly, as this lets the rest of the community know whether they should host the guests. 

[Istvanne-Aniko-Agnes0]

I think, if one leaves bad feedback, the other party will leave bad feedback too. Yes, it is good to know what you can expect from someone, but the other party can lie to defend him or herself, which is likely to happen, and you harmed eventually your own business, you did not help many others. If it is a bad experience, I would learn of it if I was a host, and would swallow it. 

[Sandra856]

@Istvanne-Aniko-Agnes0 It is not possible to read each others review before they are both published. So no need to worry about a revenge review. The review system is blind. Otherwise it wouldn’t make much sense to even have a review system. 

[Tatiana984]

Hi @Sandra856! So you say that reviews are published only after both parties (host and guest) enter a review? In my case I did not enter a review bc I had communication problems w the cohost (she was v v careless) and did not want to say publicly anything bad. I just emailed with the host discussing w him the negative interaction w the cohost. Next day I see an email from Airbnb that the host did a review of me that I cannot see unless I make my own review. What if he said something negative and other hosts in the future will not rent me a place?  I hate hotels and I like to stay only in Airbnb! Regards, Tatiana 

[Sandra856]

Dear @Tatiana984 🌿

You cannot read each other’s reviews before you have both submitted one. If only one part submits a review it will get published when the review period is over - 14 days after check out. It means that if you don’t leave a review the review your host has written will get published on your profile 14 days after check out. You will be able to write a reply to the review. And remember that the host will not get notified about you leaving a reply - it will only be potential new hosts that will read the reply. Make sure to write a short, friendly reply. 

[Tatiana984]

Thank you Sandra! 

[Diane1084]

Yes Airbnb only cares about their income and sides the easy way weather guest or host.  I have been screwed both sides.  I had a reservation cancelled because of COVID and did not receive my refund but yet the reservations I had as a Host was cancelled.  So I guess they just keep  of our money.  Also I realized if you want to claim an extra bed just list an air mattress as a bed.    Are you kidding me?

[Dale-And-Frances0]

Hi in our last house we used booking. Com and late rooms. If you think Airbnb are bad try using these. You have to collect the money and pay 20% plus commission. We have had our Annex up and running for 10 months now with no issues with Airbnb. 

[Leslie615]

How was she able to know you left a bad review in time to make what seems like a retaliatory review?

[Chris395]

The platform needs to show reviews given as well as received. I now ask if they have ever given a bad review before approving.

[Sarah977]

@Chris395  You can read the reviews guests have left for previous hosts. When you go to the guest's reviews, click on the profile photo of the host who left a review, which will take you to that host's profile page. Scroll down the host's reviews to find a review from that guest.

You wouldn't accept a guest who had ever left a bad review? Some places deserve bad reviews, you know.

[Chris395]

That only picks up the hosts who left a review. Potential guest should have an overall star rating for the reviews they left for others. This would be a good clue as to how finnicky the person may be.

[Emily26]

I had a couple book for three nights. I had a three night minimum stay set.

They told me after having booked they would not be there the first night as they  had to work.
so near the time of the booking starting I sent them friendly messages explaining check in which was self check-in. And texted them the morning after their first actual night asking if everything was alright. They did not reply.

11 hours later at 7.30 o’clock at night they sent me a text - Which was a massive complaint.  For their stay 

I had left out crockery breakfast ware for them But they said they had been in my plate cupboard and found there to be chipped plates.

There are a few but plenty that are not! They needn’t have been in my private plate drawer given I’d left out crockery. They said The bedding and the towels were dirty. They were not I had laundered them myself - washed and  ironed and changed everything.  They said they would not be staying the final night and wanted a refund. After this text I left a long voicemail message for them explaining the bed was clean and they needn’t have even opened the plate cupboard as I’d left out stuff for them.  

I sought advice from Airbnb and have since refunded them the majority of their money.

But before this was processed 

I can see they’ve reviewed me.  

My private hunch is that they never wanted to pay the full rate for my room and this was their way of trying to get out of it.

I’m well aware they will have written me a negative review.

What is my best course of action?

Do I not review them as I can see they joined Airbnb In mid 2019 and have not got any reviews!!

Or do I review them and have a chance to respond to their review?

I’ve been trying to speak to Airbnb but there is a culture of Guest bullying and I think they’re very un helpful! 

[Ross648]

Hello Emily, 

Sorry about these "guests" -- we've ALL been there.  In this case, there is nothing to lose, their review is in.   Tell the truth about the guests so that other hosts can protect themselves, to the degree that protection is possible, which really it is not.    The only way to cope with the AirBnB rating system is to train yourself not to care about it.