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.

[Louis97]

I agree with this, i have someone in one of my properties, who has all perfect reviews however upon entering the unit. Counted the CCTVS in the building reset the wifi password, (was to insecure) reset the smart lock on door, was afraid previous guest would break in a steal his laptop) reset the safe code, demanded the master key to sentry safe. 2am demanded the master code to the cable box to "reset" the channels and reprogram the system. Crawled under the bed and found one of the supports was not exactly installed right, and so on. Guy was a total nut, security said never left the condo ordered delivery ran the aircons 24/7. as you said in a previous post, you win some you loose some. However reviewing a guests reviews give you NO real insight into thier mental status. Just roll with the punches. I am however still debating leaving a review but after reading your posts decided to forget it. Cheers!

[Linda108]

@Gs0  The more hosts forgoe the opportunity to write a professionally honest review the weaker the shared community system becomes.  Perhaps something like, "This guest would probably feel more secure in a hotel environment", might serve to warn other hosts.  Just a thought.

[Jennifer--And-My-Brother0]

It's not like airbnb is run by Cenobites who lure hosts into serving sadistic guests and will punish you for not being submissive and writing a glowing dishonest review. 

What if your positive review is used against you in a future lawsuit?  SHe LOVED me and everything I did while I was staying there - here is the evidence in her own words. 

It's like that Graham Parker song as sung by Joe Jackson "You Can't Be Too Strong." - I know it's not about laundry but it works for me. 

[David126]

Her review had nothing to do with yours.

Discount also jumped out at me.

[Marit-Anne0]

@Jiw0

If that is the case, then we can soon kiss goodbye to guest reviews.

[Marit-Anne0]

@Jiw0

With Instant Book you CAN actually cancel if you are uncomfortable with the guest - a bad review would do exactly that - trigger the discomfort.  

[Jiw0]

I haven't bothered to read an existing guest review in months.   Not going to walk away from a booking because someone didn't do the dishes or their kids planted skittles in between the sofa cushions.  😉 

( Don't get me wrong, I'm still vehemently anti-instant book and I wish it didn't exist. But that's mostly because I value the opportunity to protect guests from their own inability to read, and ensure they have the right expectations.  That would also help with avoiding bad reviews, by making sure my place is a good match for the guest.  )

So I love guests who put in an inquiry first.  And also when I travel as a guest I *ALWAYS* put in an inquiry first, it lets me know if the host is responsive, upbeat in their communications, etc.    Really InstantBook has been the fast-track from AirBnB's departure from a 'community' into becoming Expedia.com.

[Christopher187]

Han, I think you might just have low standards.  If someone leaves a mess and candy in the sofa, I don't want that person in my house, and I really hope that person would have reviews that would help warn me.

[Linda108]

@Megan160  I am confused.  The most recent review on your listing is quite complimentary and it is your response which is negative.  Where is the retaliatory review?  Since your response was negative to a nice review as a traveler that would give me pause to book your space.  A host response on a review is meant to be a demonstration of your professionalism and caring as a host.  It is obviious you were quite upset by the guest and it may have clouded your usual hosting demeanor.  Happens to the best of us.

[Robert56]

As a Superhost I ALWAYS have problems with Guests wanting a discount........DONT DO IT!!

[Mary617]

I am curious how you contacted Air BnB. I can’t find an email for any help. Can you share it?

[Jiw0]

Oh that's really fun.  It's one of the best puzzles on the internet, and it keeps changing all the time too. 

And even more fun, the exact same contact link does different things for different hosts!

For example, this is what I get when I go to the link https://www.airbnb.com/help/contact_us  : 

(Summary, the site tries seriously hard to get me away from sending a message to an actual support person, and to the 'Community' which is really fruitless when you have some beef with a recent AirBnB decision about a guest or your account:  )

 

But... if I let my friend log in (she's a host that I'm co-hosting for), and she types the EXACT SAME URL https://www.airbnb.com/help/contact_us  , then it links through to a link with an extra # sign and suddenly it directly offers all kinds of options to directly contact someone: 

Same link!  And if I use that link on my account, then I only get the same page, the one with the Runaround and no actual contact info.  

So.. I'm not sure if you understood all of the above, but the short version is: you can't win. 😉

[Gs0]

In terms of contacting Airbnb, I always call. I get results immediately.

[Eleanor17]

What is the number you call ?

[Lynette49]

They do that to guests, too. I never did find a phone number. I finally found a (grayed out) contact us button that led to a form. 14 hours later, still no response. AirBnB wants to be a platform, not a service that involves actual people. People are always going to have issues that need to be personally resolved. Wondering if AirBnB has competition....