Retaliatory Reviews

[Marc15140]

Hi,

I received a 1 ⭐️ review from a guest after I charged for a damaged closet door.  The guest paid and blamed someone in their party.   I disputed this with AirBnB and was told the review didn’t violate their “Review Policy”.  It states… “For example, guests should not write biased or inauthentic reviews as a form of retaliation against a host who enforces a policy or rule.”  I’d assume seeking reimbursement is enforcing a rule or policy.  Looking for guidance but being a SuperHost with 70 reviews (67 - 5⭐️ ,  2 - 4 ⭐️  and the 1 ⭐️  in question) I’d hope AirBnB gave a little bit of benefit to hosts who provide a now 15.5% revenue stream.  

[Emiel1]

@Marc15140 

I do not see a 1-star review on your profile or listing.

Did you resolve the issue with Airbnb ?

[Marc15140]

It’s still there from September 2024.  I replied to the email asking to speak to someone but haven’t heard back.  Very disappointing.  

[Emiel1]

@Marc15140 

I did not realize i had to scroll back to september 2024....But now have found the review of C.

I think you are right and the review is a retalliation, there a lot of such examples in this community, leaving hosts disappointed about not being able to have it removed by Airbnb.

After more then a year maybe let this one go, you wrote a clear comment on that review !

[Marc15140]

Yes, have let go but given a recent issue with damage due to dogs, I contacted AirBnB and they told me guests can’t retaliate and said to dispute that one too.  But thanks for response.  

[Abhi452]

If Airbnb wants people to trust the platform, this is not the correct way of handling queries. The system needs to improve and that is why i am focusing on other platforms.

[Uta575]

This experience is exactly what I'm scared of with our sensible piping system. We didn't charge our third ever guests for the unblocking caused by them to not risk that we receive a bad review just with the third ever review!

I hope you can get this sorted and I will follow up here to be prepared

[Marc15140]

Well… they refused to remove saying didn’t violate their Review Policy.  Amazing!  Message to us as hosts… guests can damage your home and if you seek damages, be prepared for a 1 ⭐️  review.   Guess the question is, what is keeping a 5 ⭐️ review worth?!  I’m now dealing with $1k in damages due to dogs and submitting via Air Cover as guests are now non responsive.   Prepared for the bad review and AirBnB saying that’s the guests right.