Need AirBNB's help with retaliatory guests

[John6686]

@Links1 We've been happy to rent our casita through AirBNB for two years. Prior to that, we rented out our second home, also in Santa Fe. We are Superhosts.

After 43 5* reviews, we had a guest who destroyed towels which could not be cleaned. We used AirBNB's dispute process, and were paid the $37 claimed.

Days after he left, but hours after he lost the complaint and had to pay the $37, the guest, **, gave us a one star review. He made four claims, all of which are false.

I've appealed through your people, all whom have been very nice, but had no action on removing this review, which is a clear violation of AirBNB's policy against retaliation.

We're proud and happy to work with AirBNB. We've also rented places to stay through AirBNB in Bali, Hawaii, Israel and France. We need your help!

**[Personal details removed in line with the Community Center Guidelines]

[Mike-And-Jane0]

@John6686 there is nothing in the review that shouts retaliatory. I suspect you will need to live with it and be hope it was worth the $37 claim. We consider towels to be close to being consumables - They don't last forever and we just replace them if they get stained.

[John6686]

Hi Mike, Had I known that AirBNB wouldn't protect me from retaliatory reviews, I certainly wouldn't have lodged the complaint.

The fact is that AirBNB does nothing for clear cases of retaliation.

[Aslea0]

100 %  agree 

And your not the only one  it's happened to . 

So that is a clear indication 

If you the only one  then fair enough , but I have read loads saying the retaliatory  review policy is ignored . Or not followed 

[John6686]

it's clear that no one up the chain of command is willing to protect hosts from abusive guests who retaliate.

[Teresa31 · Accepted solution]

I had the exact same situation this summer, except we were not paid for the towels. I tried every avenue i could, airbnb would not take down his retaliatory review, nor pay us! The photos told the story but no dice from airbnb. The guest review, full of lies, was posted literally within 4 mins of our request and 1 day before the review period ends. I repeatedly pointed out the time stamp, they did not care nor did they ever acknowledge the time connection. It’s one of  what i call Airbnbs passive aggressive ways to get hosts to not request payments for damages: have the damage request period exactly overlap the review period. 

I’ve had similar situations with VRBO and they have ALWAYS backed me up. 

[John6686]

Thanks so much, Teresa. I also use VRBO, and have not had this experience. It's too bad, because I've been a big AirBNB fan!

[Aslea0]

Exact same here . But I did get a damage refund and they still said guest did not violate . 

Why did I get a refund . 

Obviously  because  guest  damaged property . 

I certainly  didn't get a refund for coffee or biscuits eaten . 

The retaliatory  review  announcement is just for air play I guess so airbnb look like they care for hosts  but infact it's fake policy 

[Sudsrung0]

@John6686 

I dont see what the problem is, so you got less than a perfect review, the review he left seems reasonable to me, That was his side of the story I think I would be saying the same.

You say he damaged the towels but you got paid, Quit while you are ahead

Next time try vinegar on the stains, 

[John6686]

Hi Sudsrung: It wouldn't be a problem if the guest hadn't (1) given us a one star rating, and (2) retaliated by giving the bad review within minutes of receiving the complaint. This retaliation hurts our business! That's the problem.

[Aslea0]

Absolutely  agree 

Along with the reason that there is suppose to be a policy set in place that  states you can retaliate against  house rules being broken .

It's the principal 

It's a policy 

But its a fake policy . 

The review is on your stay 

NOT on breaking rules and disrespecting  property

[Fred13]

@John6686From everything I have observed in the last 8 years of hosting an STR, Airbnb is by far  the best of the choices available in booking agencies. Two quirks they have to this day is their capricious application of their infamous extenuating policy and their inherent leaning towards the guest vs. the host. In the last 5 years we have discussed here the cultural, educational and generational reasons for this, making for fun speculation.

Staying ahead of their two flaws requires a bit of cunning and pragmatism oftentimes on their host's part. In your case, like @Mike-And-Jane0 asks - was it really worth the risk of an unfair review for $37? I don't think so. The guest you had I would have considered as touchy and the righteous type, and acted with caution; I have had many like him. I have had to give up thousands to circumvent Airbnb's two main shortcomings, but when I think of the big picture (how 98% has been more than good with them), their shortcomings have been albeit infuriating but from a business point of view easy to stomach.

[John6686]

I have to agree with you, Fred13. AirBNB does terrific work, but their capricious policy destroys a lot of work they've done to build a reputation.

Of course, we were right in our damages claim. And of course, if I'd known that AirBNB would not enforce its policies against retaliatory reviews, I would not have made the claim.

This is more than infuriating, and makes me willing to shift more business toward VRBO and TripAdvisor, both of whom have arranged STRs for us.

[Fred13]

I hear you. A thousand times I have felt as you, then slowly I return. 🙂

[Aslea0]

Exact same here 

If I had known their retaliatory  review policy was just all fake and a media type of  LOOK what we do now .

Then I would not of complained to guest   .

Why would they make up a  policy and not follow through 

Baffles me .