Retaliatory Rating

[Aj172]

I had a guest leave a great review, concluded with a 10/10 experience, but after I found damage to the property I had to submit a request for reimbursement, after denying the request, that same guest that initially said 10/10 ended up leaving a 1 star rating. Air bnb refuses to support or understand the nature of this retaliatory rating. What would you guys do, should I just not submit requests for reimbursements in fear that someone will in turn, leave a bad rating? 

[Joan2709]

@Aj172 

Did you post an honest review of this guest and mention the damages? I don't see it? What were the damages? This practice of saying nice things in the text portion of a review, then giving 1-star is becoming a real problem and is a major loophole/flaw with the Airbnb review process.

While you are waiting to sort this all out, I would post a public response to his one-star review and maybe even say you are puzzled by his one star rating, as he left a glowing review and seemed to enjoy his stay? Perhaps he misunderstood and thought 1-star meant "excellent stay"?

Most Hosts feel It's probably best to not file a claim for minor items like a few stained towels, or a broken glass; that's just the cost of doing business. However, it the damages were substantial, definitely file an Aircover claim, but time the claim and your Review of the guest carefully:

Timing of Your Review & Aircover Claim

Handling these scenarios is all about timing of your Air Cover claim and your review of the guest:

3 important dates to remember:

- 14 days to file the Aircover claim 

- 14 days to write/submit a review (Host & Guest)

- 30 days to submit any addl proof if asked (video/photos/receipts)

I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest to my Host clients they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, etc.). Do not post your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review and file your claim. Give yourself enough time to enter the information on Airbnb just before the cutoff. If Airbnb asks for more information on your Aircover claim, you have 30days to provide it, so don't miss that deadline either.

If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest AFTER the 14day window has expired that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once it is posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests. 

Removing a Review

You can try and get Airbnb to remove a negative review as retaliatory, but lately we have heard from Hosts that even if it clearly a revenge review for a damage claim, Airbnb is not removing the review. Hopefully you have proof on the platform messages to the guest and proof of the damages.

How to Dispute A Retaliatory Review

https://www.airbnb.com/resources/hosting-homes/a/how-to-dispute-retaliatory-reviews-552

Airbnb Reviews Policy

https://www.airbnb.com/help/article/2673

[Aj172]

Hey @Joan2709, thank you for the feedback here, i did submit pictures of the damage and was reimbursed by Air Cover. That’s the good news, but like you said minimal support from Air bnb with what appears to be a retaliatory rating. Will keep trying other channels for support though. 

[Elaine701]

@Aj172 

"Aircover" is basically a marketing programme and is not an "insurance", so it's pretty much useless to make a claim with it.

The most productive approach is to avoid retaliatory reviews by avoiding confrontation with the guest, especially by filing a claim with the illusionary "AirCover", especially prior to the guest leaving their review.

Your only useful recourse is to write a fair and accurate review of the guest, so that future hosts can evaluate whether to accept the guest's booking request, as you would have benefited by checking their profile prior to booking. 

Experienced hosts have made these mistakes and have learned that the guest will almost always win in any dispute. So, act wisely, and avoid giving them any chance to hurt you for demanding compensation for their irresponsible behaviours.

Also, try to screen your guests before booking. That's another topic, but it can reduce the number of "problematic" guests you receive. 

Good luck and happy hosting!

[Aj172]

Definitely a learning experience, the first red flag is how persistent the guest was while booking with trying to get a discount, I know now to not engage with those type of inquiries as they could be trouble. 

[Marie8425]

@Aj172 

Don't know if this will work but instead of saying retaliatory, approach Airbnb CS asking about an obvious error,

1. Comments are very complimentary.

2.  He gave you a 1 star overview but looking at the different categories cleanliness and such nothing is below a 5 so he rated 5 stars on everything.

3.  A score by a Guest of 1 is because a serious issue. of a problem the Host must address  Does Airbnb have information on anything you must address?  If not could they please contact the Guest so I can strive to be a responsible Host?

Either the Guest encouraged by Airbnb will delete as an error or the Guest will try to make something up which then you can fight retaliatory.

[Aj172]

Hi @Marie8425, you know what I took your advice and took this approach, i mentioned to air bnb that i don’t know if the rating was retaliatory or a mistake, but that i reached out to the guest to ask if it was a mistake with no response and if air bnb can help get to the bottom of it. Their response was to point to a policy stating that they don’t assess the truthfulness of reviews. I’m going to keep fighting through other channels though. 

[Marie8425]

@Aj172 

That is true they can not assess truthfulness of either the Guest or Host.  Get out of that battle, you will not win.

Look at it this way if I follow Airbnb Rules I cannot guess a Guests frame of mind.  The  1 star is a valid review.  According to Airbnb help the Host when receiving a negative review should remedy the issues raised and include in your reviews response your remedies,  That is  responsible Airbnb Host.   

I am unable to follow Airbnb Negative Reviews processes.  I cannot provide a remedy when the problem is not expressed to me.  If I don't remedy then the next Guest might also encounter an issue.  

I am asking CS to gather additional feedback that identifies dislikes, so I can follow Airbnb Suggested Responses and become a responsible Airbnb Host.

[Alex]

Hi @Aj172! Hope everything is going well. 

I'm sorry you had to deal through this.😕

Did you check any of the answers that others hosts left you in the comments? Hopefully they will give you more clarity on your issue. 🙂

Best wishes, 

Alex

[Aj172]

Hello @Alex. Thanks for the response here, i did read through the great feedback that was given and implemented what I could in my discussions with air bnb, but to no avail. As of now I’m stuck with a great review attached to a 1 star rating, but will continue to seek other forms of remedy.