Hi.
Im wondering if someone can help me overcome this new system from Airbnb which is just the worst.
Before when a guest would leave a bad review as a form of retaliation because we would enforce the cancellation policy, we could call Airbnb and speak to an agent. They would know and understand that it goes agains Airbnb policy (it clearly mentions it on their site).
But now, you have to fill up a form, and it always get rejected.
This guest wanted to cancel on the day of his reservation because he couldn’t fly in. We have a strict cancellation policy. And he left us a bad review. Usually an Airbnb agent would have removed this.
After submitting the review removal form, it came back rejected. I called Airbnb and the agent said, it didnt violate anything. I asked them about their policy of which it states “a guest cannot leave a review in form of retaliation for a host enforcing a policy” as well as “if a guest never arrived for the stay, they cannot leave a review”. Both of which the agent said the review is ok as its his option.
Can someone help please? Ive copied the review below. This is a clear cut case, this should have been removed. I dont understand why Airbnb support has become so poor recently.
“I had a very negative experience with Airbnb, especially with the host. Due to force majeure, it was impossible for me to travel, and they made no effort to understand my situation. I tried to change the dates of my reservation, but they didn’t accept it and didn’t offer any solution. In the end, I didn’t get my money back. I find it completely unfair that you can’t choose other dates or at least cancel the reservation when unexpected situations arise. Customer service was terrible — no empathy and no willingness to help. I will definitely never book through Airbnb again. I recommend looking for other options where you can pay directly at the hotel or apartment and receive more humane and fair treatment.”
