Hello, looking for some help. I am a superhost with a 4.9 st...
Hello, looking for some help. I am a superhost with a 4.9 star rating and I had a guest that stayed for one night and then fa...
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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!!
From the review policy:
"Members of the Airbnb community may not coerce, intimidate, extort, threaten, incentivize or manipulate another person in an attempt to influence a review, like promising compensation in exchange for a positive review or threatening consequences in the event of a negative review. "
https://www.airbnb.com/help/article/2673
Thanks! I'll quote this
This is false, and I'll go one better.
Despite AirBnb's policy for guests to "not write biased or inauthentic reviews as a form of retaliation against a Host who enforces a policy or rule" this is obviously contradicted in the following response from your support team. (This is what I tried to argue when a recent guest left a retaliatory 1-star review (my only one after 4 years). Here's AirBnb's response...
"In order for a review to be removed, the contents of the review has to be in violation of our policies, after checking several times through the review which was left for you, the review did not violate our polices. We also do not remove review based off truth or fairness."
"Based on the content in the review, we could not find any content or language that goes against our policies, we understand that this may seem unfair to you and wish that there was something else that could be done however, we are not able to make exceptions or override the policies."
So, it really doesn't appear to matter that a guest can violate house rules, or that his review was untruthful, or that he admitted in his review that he violated house rules, only that his review didn't violate AirBnb policy....which is for guests to respect and follow house rules and not retaliate when a host tries to enforce them.
Exact same for me
If we are all getting the exact same responses from airbnb then it shows they are not even investigation the review itself or the thread and conversation we have .
I remember a guest saying to a friend of mine, if she gives him a discount he will give here good review,
Did you have a recent Guest write a review which has impacted on your Star Ratings?
If you go into your Account settings you may or may not be able to see Account Activity, this allows you to see a Timeline of the Chain of events in chronological order where & when your listing was 'suspended'.
Match that information up with any messages you have received for Reviews written and it should marry up with who has potentially given you a Review that you either may need to work on, or in the case of a Review that is Retaliatory, you have the right to ask for it to be removed.
Hello @Sally116
I'm so sorry to hear about this.
I've escalated this for you to see if we can find out more information about what happened here!
Jenny
We have a guest that never came, reservation got canceled, he got a refund and still wrote a 1 star review stating that he was never refunded. Anyway to help us too?
Hi @AZ-Housing0,
As part of the recent changes to this policy, you can request removal of a review from guests who:
If this applies to you, do get in touch with the Support teams who will be able to assist you further. 🙂
Thanks,
Emilie
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Merci de jeter un oeil aux Principes du Community Center/ Please follow the Community Guidelines
I spoke to 15 different support agents, at least 8 of them did not even listen and replied with standart messages, some were browsing the web and acting as if they are "listening" to what I am saying, I don't blame them, because I know how underpaid they are 🙂 That's why I'm trying to get attention here. New policies have a part where it says
Basically this is exactly our case, they never arrived. The problem is, that is not clear, as there is the wording "may" meaning it may or may not be removed.
@AZ-Housing0 Thanks for coming back to me and providing more details! I'll see if I can nudge someone for you on this one, if I get any news I'll let you know. 🙂
Emilie
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Merci de jeter un oeil aux Principes du Community Center/ Please follow the Community Guidelines
@Emilie surely after @AZ-Housing0 spoke to 15 different agents they'd be no need for you to do anything. This alone is proof that Airbnb's customer service is broken and have been for a long time!
May I please ask a question . About new retaliatory policy
Is violating house rules only a party ? Nothing else related to condition of property ?
It says" guest must not write biased reviews or inauthentic reviews as a form of retaliation against a host who enforces a policy or a rule "
Are pet rules a policy / rules?
As in pets are not allowed to sleep in beds on hosts linen .
Rubbish, bottles left on ground , clothes left on ground , lamp broken and left under a bed .
Suspected a group of teenagers used place but I have no full evidence other that condition of property in when I arrived to clean .
Are these things disrespecting airbnb policy's and not following house rules .
Are guest not required to respect your home and follow rules , especially if you allow pets and have pet rules .
Or they can do this and new retaliatory review policy is only if you have proof of party .
When i looked up what to do after guest checked out
I followed airbnb website where it said contact guest direct to rectify the issue first before contacting the resolution centre.
So I did , via the platform so all my messages are there .I questioned the guest on condition on why she let pet on bed , left rubbish , broke lamp and shoved under bed left it filthy and I even questioned her on if she left a group of teenagers there alone ( as it looked like that to me )
She then retaliated as her review is all about how I complained and questioned her . Nothing in review is about her stay .it's all about me complaining .
If I didn't complain or contact her directly 5 hours after check out there is no possible way she could of said what she did in her review . Her review is about me letting her know she broke rules .
Isn't this her retaliating because I was so upset on how she disrespected my house , my pet rules . She said I accused her of damage . I made exaggerated complaints on how the property was left after she left .
She said
After all the noise about getting reviews removed, I would like to hear from any host who did manage to get them removed, seems to me same old same old.
Personally I cant be bothered to even ask airbnb to remove the one bad review I have,