have running Alojamento Locais in lisbon.
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have running Alojamento Locais in lisbon.
Latest reply
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update: I did what was recommended & continued to put these circumstances to ambassador after ambassador. When they refused to escalate it and the decision was final I opened another case. Eventually I did get it removed. I see that some replied here that they would look at it. Are some of these replies from airbnb staff? I'm confused. Very happy to see justice. I had 128 reviews & 4.78 average. Once removed I had 127 reviews & average of 4.82 so it was worth it! Do it!!
Hi Sally. Excuse my English because it’s my second. I own two Airbnb in Florida where i live, I used to have three, but I sold one. I’m super host. One of my places has almost only five stars. The second used to have only five stars until the year ago. I had a person who checked in for 4 nights, never communicated with me about anything, he left me one star review. The review was saying a lot of mean things about my furniture, and other things which other people love it like you said, but the biggest lie was that there was no hot water, and he had to take cold showers for four days! I tried to fight with Airbnb to remove this review for almost a year. I didn’t win. The review is still there. They always say that it doesn't break any rules. They don’t care that saying there’s no hot water is ridiculous. Specially, when the Guest never communicated about it,. my place is almost always booked, but after this review, I couldn’t recoup for a few months and still after a year the overall score is much lower than it should be. I found this topic because I still think how to escalate this where to escalate this. They connecting you with a different person every time but they all saying always the same bs. It’s so frustrating and I can’t stop thinking about it. I’m a host for six years super host and they treated me this way.
Marta
It's the same experience for us with disputing a 1-star retaliatory review left by a guest for a power outage caused by Hurricane Debbie. We offered him a refund if he'd like to leave and seek accommodation elsewhere due to the power outage but he chose to stay. We were constantly in communication with him during the entire time considering that the place we're staying at also had no power and very limited cell service. We also sent our maintenance guy the following morning to check up on them and reiterated our offer of a full refund if they decided to leave that morning. Instead the guest went out rafting with his friends and later on decided to leave after power was restored and the house had both functional water and electricity. This was captured on our Ring doorbell camera including their conversation that they're sure to get a refund from Airbnb. He sent us a message and said that he didn't want to drag the issue with Airbnb support because he knew that heavy penalties will be imposed upon us. I didn't quiet understood how he could say this knowing that the power outage wasn't within our control. We opted to stick by our cancellation policy since he stayed so he sent us a text message saying that he will pay for the one night and not leave a bad review if he gets refunded the rest of his money.
If this wasn't extortion, then I don't know what it is.
To quote Airbnb's Review Policy:
However, Airbnb Support's actions regarding our dispute was contradictory to what is indicated in the review policy. They told me time and again that there was nothing in the guest's review that violated their review guidelines without taking into account the evidence that we submitted.
We are a 5-star Superhost and we take our hosting very seriously so this blatant disregard and bias is very disappointing. We're still fighting to have that review removed and it's proving to be an exhausting experience. Maybe Airbnb will be kind enough to also look at the side of hosts like us instead of just taking the guest's side outright especially as they're advocating that they don't tolerate extortion and retaliatory reviews. But based on our experience and the posts I've see here, their actions absolutely contradict what's written on their review and content policies.