Hi all!A group of guests stayed at my property. They probabl...
Latest reply
Hi all!A group of guests stayed at my property. They probably partied, got drunk and vomited all over the place, as there wer...
Latest reply
Hi!
I recently had a horrible experience with a guest. I have very clear no smoking rules at my house (I rent out my attached basement apartment). Before booking, the guest asked about my house rules with regards to smoking and I was very clear absolutely no smoking of any kind anywhere. During the stay, my guest smoked pot in the house. She was staying for two nights, so I asked her to stop smoking--I also told her I'd be happy to refund her her second night if that wasn't possible. We had a positive message back and forth, but I decided to submit evidence (clear Ring footage of her smoking joints going into and out of our apartment) to Airbnb in case things continued the second night since I had an extremely high paying group renting out my whole house the day of her checkout. I specifically asked Airbnb not to reach out to her as I was handling between the two of us and I feared this exact scenario from the guest if she knew I reported to Airbnb. She checked out on very positive terms and everything seemed fine. Fast forward three days, she leaves a scathing 2 star review that is clearly retaliatory (she messaged me saying Airbnb contacted her after her stay//seems unrelated to stay and timewise clearly retaliatory) and false (she claims she asked about smoking and she followed my rules--false; she claims she is allowed to smoke marijuana anywhere because of a medical marijuana card--I looked up Virginia state law and it clearly states that landlords/hosts have rights to prevent any smoking, even with a medical card--false). (side note about the non-handicapped entrance note on the review--that's extremely clearly listed in my listing and I even have a pre-booking message making sure guests know that).
Despite my efforts, both of my two attempts were shot down and the review won't be removed. I lost my 1% trophy and I now have nothing and am at the bottom of searches (even with 450 reviews averaging 4.97). I have posted our communication showing my clear communication with guest and trying to handle it how Airbnb would have liked. Because they didn't follow my request of not contacting her, this blew up in my face. I see other people have had success outside the review removal form in getting it taken down (I have probably spent 5-10 hours messaging and calling and have gotten nowhere)--any advice?
