PHOTO EVIDENCE TO ACCOMPANY REVIEWS?

[Bernard1179]

I recently stayed at an apartment in Quayside, Newcastle and wrote a 'balanced' review of my stay, including highlighting issues at the apartment that the host- has a duty to fix and improve the quality of the product.

I acted diplomatically and shared the photo evidence privately with the host via Whatsapp. The host did not reply.

After Airbnb invited me to write my review, the host replied with comments that defamed my character as someone who is 'unclean.'

I provided a factual reply. I asked Airbnb to remove the review and the host comments as it is likely to be used prejudicially against any future bookings I tried to make with other hosts. Airbnb has refused.

I am thinking of seeking legal advice if Airbnb still refuses to remove the reviews or make it possible for me to share the photo evidence that accurately reflect the state of the shortfalls at the property.

[Mike-And-Jane0]

@Bernard1179 Forget legal advice. It is very clear that Airbnb does not arbitrate the truth or otherwise of reviews. You do have a right to ask Airbnb to remove the review and response you wrote but I am not sure that helps in your case.

[Bernard1179]

Mike-And-Jane0: Thank you for your comment. I appreciate your time and support.

I am waiting for Airbnb to come back to me today with their 'senior manager' decision.

I have  spoken to a legal expert on defamation/libel- who happened to be a friend. The person was very clear after reading the published reviews and seeing my photo evidence, that Barry 'defamed my reputation' and Airbnb has a corporate reponsibility to removed the offending non-evidence based comments made by Barry.

I see what happens today.    I have since managed to provide Airbnb with the photo evidence I took at Barry's apartment.

[Helen744]

@Bernard1179 I think maybe you should be a host Bernard. As Mike and Jane have said the truth is the first casualty.I do not think that these people called you personally 'unclean' . that could be the bugbear but I suspect the host may want to remove your review as well.I think you will win this one Bernard. I would just ask the host   to please remove it,because the whole review will then disappear. The issue is that its not just a matter of choice now but must comply with the rules of removal . Read the review guidlines  and keep your online communication clear and to the point. Good Luck.. H

[Bernard1179]

Thank you Helen, Mike and Jane.

The challenges I faced since my complaint started with trying to get 6 different Airbnb customer staff to action my request - have been stressful and frustrating.

I was assured by ** (senior Ambassador, Airbnb) that after reviewing the contents and my photo evidence/comments of Barry's apartment, he agreed they should be removed. Yet, 1 hour later, only the public search part of the comments were removed. The future host/guest section (most crucial part for any future reservation requests to hosts by me), still had Barry's and my comments.

My legal advice remined me today that, under British Defamatory/Libel Laws 2013, Barry's comments would not stand a chance in court, particualry with my photo evidence showing areas of his apartment in unkempt state and poor quality standard.

**[Name hidden due to privacy concerns - Community Center Guidelines]

[Helen744]

@Bernard1179 all parts of the reviw should be removed according to guidelines. All the best Bernard... H

[Ana2038]

@Bernard1179 , I wouldn’t worry too much about the review. It actually speaks volume about the host and not in a good way. I feel you responded in a professional manner (the way the host should have responded).  If Airbnb removes it, then great. 

Best..

[Bernard1179]

My sincere thanks to fellow Airbnb Community Members for your support during the challenges I experienced with Airbnb in the past several days.

I am convinced Airbnb does not have the paramount interests/satisfaction of its guests in its business operation. My experience strongly suggests, their inflexible corporate policy and procedure approach to complaints,  takes precedent -over customers's experiences, expecially if it is not positive!

 **[Private conversation removed in line with the Community Center Guidelines]