Need help deciding on next steps after a lie was posted in a review (definitely retaliation and defamation)

[Patrick3614]

Hello,

I've been an Airbnb host for over 6 years, and for the most part, I've never received less than a 5-star review. I once had someone post a 4-star review due to a maintenance issue, but even then, the entire review was gushing and wonderful. That's life, right? I know there is no way to please everyone, no matter how hard we try.

However, a recent guest checked out a few weeks ago, and I found they had damaged multiple items at my property. Even worse, after I submitted the reimbursement request for damages, they posted a 1-star review and claimed I have "spy equipment" in my property that I use to "listen and spy on guests."

THAT IS INSANE and I'm shook up over it. I have disclosed security cameras outside the listing that they had covered multiple times during their stay. They also removed batteries from sensors and pulled down smoke detectors. I have never experienced a guest like this before...

I immediately publicly replied and then requested the review be removed, but Airbnb said they are going to allow it to remain up after roughly 72 hours of review. I have reached back out to Airbnb to request further clarification on why this is being allowed to be on my profile.

If they still allow this to remain up, what are my options? I feel like this will damage my business. Can I sue for defamation? Would it only be the guest or would Airbnb be libel as well?

Thank you for any and all help y'all can provide... this has truly been an awful couple of days. I've never had to collect for damages before and honestly, I'm feeling like it wasn't worth it...

[Chad548]

You must file a claim through the AirCover program or the resolution center. That will  get you reimbursed for any out of pocket expenses and if you need to take Airbnb to Arbitration.

As part of that process I would ask Airbnb to provide any documentation the guest provided to support such a claim and state it is defamation without support.

I would even include an amount for defamation in your restitution/resolution claim.

I just went through this with a guest who had an aversion to cords, caused over $25K in damages to the unit. Make sure you claim every penny it costs you, and I hate to say it but don't be conservative as Airbnb will cut everything back to try to settle for about 10% of what your real expenses are.

I had to go the arbitration route after they offered by $4K for $25K of damages and then denied my claim because at 30 days we couldn't come to a resolution.  Most hosts need to not be afraid to go to arbitration.

I received about $19K and Airbnb has spent probably over $30K to pay out and defend against the claim.  That's the kind of logic Airbnb is using on the Airhost program, or lack of logic.

[Patrick3614]

Thank you for sharing this with me.

It's been an extremely stressful day. My damages were not nearly as high as yours, but this review will be damaging far beyond the cost I incurred. 

Airbnb has declined to remove the review because it's "based on their experience," and I'm left super frustrated. They won't give more context or info. I think I have called Airbnb like 5 times, and finally, someone told me I can apply again and provide more evidence, but I only get one more attempt to remove the review. 

I didn't exactly include everything in the first attempt, but I honestly felt like it was a slam dunk that they lied... I'm in shock that this is even up for debate. I'm holding off on the second application until I get word on the result of the resolution center claim. I'm also going to be extremely detailed this time with Airbnb support case numbers, screenshots of conversations, screenshots of my lease agreement with the guest, and screenshots from my disclosed outdoor cameras at my listing 

How long did that take to get processed through the resolution center for you?

[Chad548]

So you have to file a claim in 14 days of the reservation ending.

Airbnb only gives 30 days for them to process a claim with your information. They can take longer on their side after 30 days. but typically they will just deny your claim or offer a low ball offer.

They also have this form they demand to be signed. Just be careful signing it if you don't agree with their amount. The form makes you give up all further claims.  So if you don't like the offer, consider the arbitration route.

Also, Airbnb makes the form impossible to find and then uses that as part of their reason to deny your claim.

On the disputing of the review. I would keep it simple but direct. Airbnb is allowing a derogatory and defaming review to stand with no evidence to support such a claim putting the guest and Airbnb at risk of further legal action.

The combination of these 2 is how Airbnb is trying to get guests and hosts to "self-police" the Aircover program. In hopes that hosts will be afraid of guests bad reviews and same with guests being not able to use the service anymore.

The guy that caused over $25K of damages was released from liability by Airbnb AND was still allowed to be on the platform.  He reached out to one of my co-hosts to try to book a unit not even a week later.

Airbnb is going to have to step up their game with AirCover if they want to keep hosts.

I have had a 1 star review with a 5-start from a guest that left the day before she arrived and a 5 star from a guest that arrived the day after she left.  I think most folks can read through a 1 off review. I didn't even respond to her review on mine, except to Airbnb. I would change your response to something along the line of I am sorry you felt you need to leave a false review because of the damages you caused to the rental. If any of this was true Airbnb would have the unit removed.

Trying to tell a long story sometimes can come off as stand-offish and full of drama which some guests don't like. A simple non-petty response shows you are the adult in this situation. Just my 2 cents.

[Patrick3614]

For anyone who happens to come across this thread and is having a similar experience, I'm still actively trying to get the review removed now that the investigation is complete and Airbnb awarded me a payout for the damage caused by the guest. 

I'll let you all know what happens. Unfortunately, my reply to the guest review was a bit more long-winded. It would have been better to keep it short and sweet. If I had posted here sooner and gotten the advice I received here, I would have opted to do that.

I'm still hopeful to get the review removed since the guest calls me a "fraudster" for "normal wear and tear," now that Airbnb awarded money for the damages. Their own investigation proves the guest is being misleading in their review out of revenge. 

I'm going to stop replying to the current thread with the agent and open a new request. I was told you're allowed to open two requests for review removal.

It's just been a very frustrating process because all the replies I get from Airbnb have been very scripted. They say to reach out with questions, but then they don't respond with answers. Just more scripts ignoring half of what I write.

I'm at 7 years with Airbnb, and this is making me open my eyes that it's time for me to start getting my business off there, if possible. Not feeling the support. 

[Joelle43]

Hello @Patrick3614 

The new review process is AI driven so when you make your second appeal, remember you are speaking to a robot rather than a human so you need to speak to it on it's terms - A + B = C.  

Learn by heart the Airbnb link on the removal of retaliatory reviews so that you can appeal to AI's logic.  Keep all emotion out of the equation, you are not speaking to a person.  I watched a video on YT on the subject made by a lawyer recently and it seems to make more sense of this new process and may explain why so many hosts are getting their appeals rejected within minutes of sending in their appeal.

Good luck Patrick and really hope you'll have good news for us soon,

🤞Joëlle

[Joan2709]

@Patrick3614 

Excellend advice already from @Joelle43 and @Chad548.

Airbnb has created this environment and since they are not removing retaliatory reviews after damage claims, you will have to adjust how you handle this going forward. Guests will resort to all kinds of lies as retaliation for a damage claim and Airbnb will not remove the review as retaliatory, even if the claims are proven false. 

Timing of Your Reviews & Aircover Claims
Handling these scenarios is all about timing of your Air Cover claim and your review of the guest. 3 important dates to remember:

- 14 days to write/submit a review (Host & Guest)
- 14 days to file the Aircover claim
- 30 days to submit any addl proof if asked (video/photos/receipts/copy of police report if applicable)

I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, etc.). Do not post your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review first and file your claim immediately after posting the review. Give yourself enough time to enter the information on Airbnb just before the cutoff. If Airbnb asks for more information on your Aircover claim, you have 30days to provide it, so don't miss that deadline either. Be factual and non-emotional in your review and don't give any reason for Airbnb to remove your honest review, or make claims you can't prove. Undoubtedly the guest will try to get Airbnb to remove your honest review of them. Just say the guest broke several important House Rules and caused damages that required extra cleaning and were asked to cover the extra cleaning costs.

If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest AFTER the 14day window has expired that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once theirs and yours are posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests.

Reviews
https://www.airbnb.com/help/article/13

Host Damage Protection
https://www.airbnb.com/help/article/279

How to Get to the Resolution Center
https://www.airbnb.com/help/article/3745