Removal of 1* review

[Yvonne423]

Hi, 

I have been a superhost for several years now with a total of 207 5* and 26 4* reviews, average 4.9* (now dropped to 4.86*). I've never had a serious issue with any of our guest, never had to claim damages or received a bad review. Once a guest overstayed but it was an honest mistake with no harm done.

We had a last minute guest arriving last Friday, he asked for an early check-in, late check-out and a 10% discount to suit his budget, we happily agreed to all of his requests. He brought his dog which was much larger than what our pet policy permits, and he smoked in close proximity of the AirBnB despite our non-smoking policy. As he only had a 2 night booking, I let it slide and, unfortunately, did not make him aware of our policy during his stay. 

Once he departed, I found that his dog had done damage to our seating area foam backrest by ripping the foam and fabric cover, further a pillow case was also ripped. Our policy states that pets are not permitted on the furniture, however the chewed backrest and pillow case strongly suggests that the guest broke this rule as well. I proceeded to review him and provided an honest review stating that it was disappointing that he did not let us know about the damage his dog caused.

The place was left very dirty, damaged, and due to the dog having been on the furniture, it required professional, deep cleaning for the safety and enjoyment of our next guest.

The guest submitted a 1* review contradicting all of our previous 5* reviews. He had a new profile with no previous reviews. 

My subsequent damage claim (based on supporting photo evidence and cost estimates) was decline by the guest but paid out promptly by AirBnB without hesitation. AirBnB is, however not able to remove his review.

I had a read through the community and found similar posts where hosts were successful in removing vexatious reviews. 

@Jenny , @Bhumika , @Emilie , do you think there's anything I can do to get this review removed based on the 

 recent changes to the retaliation policy, removal of a review from guests who:

• Commit a serious policy violation, such as damaging your property or overstaying their reservation
• Violate your house rules – for example, by having an unauthorised party or event at your place

Thanks very much for any help in advance!

[Helen427]

@Yvonne423 
Do a timeline of  all communications, including when you contacted ABB with your resolution claim and when the Reviews were written, notification emails will confirm who wrote whose first and when, and resubmit it to be removed as a Retaliatory review and request it be addressed appropriately.

[Yvonne423]

Thank you, @Helen427 . 

I think, unfortunately, I am out of luck. 

I was going to let it go and not do a damages claim.  I was happy he had moved on. 

Unless ABB contacted him as a result of my review, in which I stated why I would not recommend him to other hosts, e.g. he damaged our property and didn't contact me to let me know, or offer to fix it.

I just wrote an honest review, I only decided to claim damages after I received his review. And there was no written communication in between him checking in and out as I was checking in on him personally. I saw him on both days and he was happy, and there was no indication of him having any issues with our place. His dog was absolutely safe and did not escape, and our pool fence, albeit currently temporary due to some winter maintenance around the pool has a valid safety certificate.  His claims do not reflect reality. 

I ask my guests if everything is good, if they need anything etc when I see them. Never had any issues in 8 years of hosting.

The guest was trouble, I am even thinking that,  he may be on a personal vendetta against ABB as he's homeless. And short-term rental is seen as a contributing factor to the current rental crisis. 

I am kicking myself for not claiming damages straight away as this would have increased my chances to fit the  retaliation policy.

Anyhow, my luck is that this review it is not affecting my SH status, and we have a lot of bookings over the next couple of months which will drown out the bad review.

My lesson is to never accept any brand new accounts without a number of good reviews anymore. I have to screen our guest better. And if there are damages to claim straight away. 

Thanks so much for your response. In this case I don't feel very supported by AirBnB. 

Cheers, 

Yvonne