Question about reviews from a no show guest?

[Kristine353]

I have a question about reviews.  We had a guest that was a no show.  He called the day after check in and was immediately rude condescending.  He was not able to find the location even after I sent maps and gave detailed information on how GPS and cell service will not work out in our rural area. There were road closures due to forest fires and we urged him to check road closures prior to travel. When he called he was only one hour away so I offered him a 1 day refund if he still wanted to stay his second night.  He refused and was again condescending and rude.  I told him I would refund the full about and then ended the phone call.  I refunded his money that day and did not rate or review him.  Today I received a notice that he has reviewed my property.  Just judging by his first  contact with me over the phone I have a feeling his review is unfair and inaccurate.  He did not even stay here and I refunded his money.  The app says I need to rate him before I can see his review but I he did not even stay here so I don’t see how I can rate him.  Will he be able to post his review if we do nothing?  In the event his review is published and inaccurate how do I dispute it? Any advice would be greatly appreciated.

Thank you,

Kristine

[Helen3 · Accepted solution]

Oh dear I wouldn't have refunded the guest at all in these circumstances @Kristine353.

I particularly wouldn't have voluntarily refunded the guest before the review  period  expired. 

yes a guest or host is always able to leave a review within 14 days regardless of whether the other party reviews them.

please leave an honest review for this guest.

if the guests review breaks Airbnb's terms you can ask for it to be removed @Kristine353 

[Kristine353]

@Helen3, Thank you so much for your advice.  I am new to hosting and doing my best to keep guests happy and learning as I go.  I will make a few changes for the future.

Warm Regards,

Kristine

[Joelle43]

Hello @Kristine353 

Just to add to @Helen3 advice, if your guest never stayed at your place and I believe this to be your case? then their review should be considered irrelevant by Airbnb and you can ask them to withdraw it according to their own policy:

Reviews should be relevant

• Reviews must provide relevant information about the reviewer’s experience with the Host, guest, stay, or Experience that would help other community members make informed booking and hosting decisions.
• If a guest never arrived for their stay or Experience, or had to cancel due to circumstances unrelated to that stay or Experience, their review may be removed.

You may have a hard time persuading CS so be sure to quote them the below article number 2673 which is found on the Airbnb site itself when you speak to them:

https://www.airbnb.com/help/article/2673?locale=en

Let us know if you are successful for other hosts who find themselves in the same boat!

Good luck
Joëlle

[Helen3]

Unfortunately you can't @Joelle43 airbnb allows hosts and guests to leave a review if cancelled 12 hours or less before check in.

[Joelle43]

Hello @Helen3 

Wow didn't know that so thank you for that but how can a guest review a place they have never seen and how can a host review a guest who has never used the place to be able to evaluate them on cleanliness, house rules and the rest? 

It's not mentioned in the link I sent so must be elsewhere - any idea?

Thank you!