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]

[Aslea0]

 Lesson learnt from me to .

Let guest damage  because there is no support if you question guest and they write retaliatory  review  about you accusing them , it back fires

And I'm not the only one it's happened to . I have so much proof per their policy that it's beyond a joke 

[Rick4645]

AirBNB is notoriously guest centric. So many policies and procedures protect the guest. And the ones they claim to put in place to protect hosts are a complete joke. Here's a piece of candy. Go sit in the corner and shut up now.

If a guest is reported to have violated a rule, they are given A Warning! Oooh, scary! 

If a host is reported to have violated a rule, they are immediately suspended with no warning, no explanation, no nothing. And dealing with their 3rd world calling centers with CS agents trying to be heard over the goats and chickens in the background doesn't help.

Complete double standard.

The review policy is no different. I've had awful guests have honest reviews removed. And I've tried to get blatant lies removed and AirBNB tells me to pound sand.

The most disheartening part of this thread is basically we are being told to continue to allow guests to behave poorly; otherwise we hosts will be punished with negative reviews and AirBNB is just fine with that. 

[Aslea0]

Exact same here . 

I have read their  policy over and over and I have followed exact path of what to do when a guest disrespects house rules  and still they refuse to acknowledge that the guest did anything wrong   

Basically saying they didn't violate   policy. And yes allowed to . 

So upsetting they treat  and disrespect hosts like this . 

[John6686]

I feel like one of Harvey Weinstein's victims... bullied and not listened to.

But I've learned my lesson. I'll take the unfairness and move on.

But I don't like it.

[Aslea0]

Same here 

Every reason they have given I have  said  but that's not what your policy states . 

I ask for explanation how policy relates they refuse to answer

[Aslea0]

Exact same has happened to me. I was also refunded for damages and the review was all about how I complained and accused them . 

I just don't get it , they didn't follow house  rules but they didn't violate policy