Good afternoon @Alex
I am new on this community center and had posted a message but never get an answer yet
Since I can see you are a community manager maybe you can help me
I will share my post here :
After 10 years of hosting on Airbnb in Miami, with 20 listings in the same building and a proud Superhost status, I’ve had countless positive experiences. I’m fortunate that I’ve rarely needed to contact Airbnb to dispute retaliation reviews, and when I did, Airbnb’s support team was always helpful.
However, this time was different and I really need help, this is why I am writing this . Despite multiple attempts to dispute a retaliation review with all documentation, I kept receiving automated messages from Airbnb, leaving me feeling anxious and unsupported specially with what was wrote. I want to share my experience here in hopes of finding advice or support, as this situation has been particularly disheartening after so many years of hard work ensuring guest satisfaction.
The Incident
I received a booking from a new Airbnb guest account. Based on my experience, I always try to connect with new guests before accepting their booking. This helps set expectations and ensures they understand how we manage our listings. Unfortunately, new accounts can sometimes be demanding, especially in Miami, where guests often expect hotel-like service despite our significantly lower prices.
This particular guest never communicated with me before the booking, but since it was during the busy Art Basel event and availability was limited, I accepted the reservation.
The day before his arrival, I tried reaching him multiple times through Airbnb messaging but received no response. I eventually texted him directly, and he replied to ask for an early check-in. I happily accommodated his request, allowing him access to the property earlier than usual. However, he didn’t notify me upon arrival, nor did he thank me for the early check-in.
From experience, this lack of communication was a red flag.
The Complaint
The morning after his arrival, I texted to check if everything was satisfactory. Around 2 PM, I received an aggressive message claiming it was the “worst experience ever” and that his girlfriend was at the emergency room due to a mold and mildew allergy. He demanded an immediate refund.
I politely responded, explaining that our property undergoes regular maintenance to prevent mold and mildew. In 10 years of hosting, we’ve never had such an issue. I informed him I would visit the property immediately to inspect and resolve any concerns. He replied that they had already left and insisted on a refund.
The Investigation
Feeling suspicious because I know we do not have this kind of issue since I always checked all our place prior our guests arrival, I rushed to the property and took detailed photos to prove there was no mold or mildew. I even inspected and added pictures of cabinets and other hidden areas. While I did not find any mold and mildew evidence, the studio was quiet spotless, as if no one had stayed there.
I wanted to make sure they really were there so I checked our outdoor cameras and confirmed my suspicions:
- The guest and his girlfriend arrived at 1:30 PM (before the standard 3 PM check-in) with suitcases.
- Two hours later, they left the property, taking some of their luggage with them.
- At 6:30 AM, the guest returned with another man (not listed in the booking), collected the remaining luggage, and left.
It became clear that they never stayed overnight, violating our house rules by bringing an unregistered guest.
Airbnb’s Involvement
An Airbnb representative contacted me on behalf of the guest to discuss the refund request. I provided all evidence, including photos and video footage, showing that:
- There was no mold or mildew in the property.
- The guests never stayed overnight.
- They violated house rules by bringing an unregistered guest.
I also asked the guest to provide documentation from the emergency room, which he never did. After reviewing the evidence, the Airbnb representative agreed not to issue a refund.
Retaliation
The guest began sending threatening messages via Airbnb, claiming he would take legal action and have my listing removed unless I issued a refund. I calmly replied that I was following Airbnb’s policies and had provided all necessary evidence to support my case.
And off course, he left me a very bad review with false statements but that was not the worst.... The worst part was this :
"It’s appalling that, on top of the poor conditions, I also endured a racist and prejudiced experience. I strongly urge Airbnb to review this host and listing"
He accused me of being racist, despite the fact that I have never met him in person. Based on his profile and the footage from our security cameras, he appears to be of the same ethnicity as I am. This accusation is not only completely unfounded but also defamatory, biased, and an example of hateful speech that I never expected to encounter from any guests
When I called airbnb , I was sure they will be on my side and remove this ugly retaliatory review, I never expected Airbnb to turn a blind eye to the harm caused by this review and kept sending me automated message as : "this is not violating airbnb review policy"
If they are allowing someone to use such baseless and harmful accusations without consequence is unacceptable.
Not being heard or receiving justice in this situation not only affects me but could also encourage other guests to behave abusively in the future.
This experience has been incredibly stressful, especially after years of working hard to maintain a stellar hosting record. While I appreciate Airbnb’s initial support, the automated responses during the dispute process left me feeling abandoned. I hope sharing my story helps other hosts who might face similar challenges.
The potential consequences for my reputation and business are serious, and I cannot let this go unresolved.
I have also reported the guest’s threatening messages and urgently need help to have this unfair and defamatory review removed. It is essential for Airbnb to support its hosts and protect us from such unjust treatment
So I hope I will find help here
Thank you to whoever will help me
