Retaliatory review left by guest after "host protection" claim was filed

[Ania-and-Greg0]

So the guest stayed for seven weeks.

Upon departure, I discovered that the guest’s pet had damaged the window blinds, with the damage located close to the floor. The blinds were replaced, and a Host Guarantee (Host Protection) claim was filed for reimbursement.

The guest admitted responsibility and partially paid the claim, but also stated in their payment message that the blinds had failed due to being “flimsy” or “old,” rather than accepting that their pet caused the damage. This was inaccurate. Airbnb covered the remaining balance of the claim.

With only a few hours left in the review window, the guest posted a three-star review, complaining about the blinds in three separate sections of the review.

If this does not qualify as a retaliatory review in direct response to a properly filed and documented damage claim within the same 14-day period, I cannot see what would.

Nevertheless, Airbnb’s AI rejected my retaliatory review report, providing only a generic template response without addressing any specifics. It is evident from the timing, content, and repeated references to the damaged item that this review was left in retaliation.

Airbnb’s first attempt to review this matter took nine days, and the second attempt took twelve days, even though response times are stated to be within 48 hours.

It is glaringly apparent that Airbnb is discouraging hosts from pursuing Host Protection claims by forcing them to request payment from the guest during the same time frame in which guests may leave a review.

The “Host Protection” policy is misleading and potentially violates consumer protection laws and amounts to false advertising. Hosts are required to first submit the claim and attempt to collect from the guest, while Airbnb reserves the right to charge the guest’s credit card anyway if they side with the host if the guest refuses to pay — meaning there is no real “host protection” policy in place.

Finally, Airbnb allowed a harmful, retaliatory guest review to remain public, despite it directly violating Airbnb’s Retaliatory Review policy and Terms of Service (Section “Airbnb’s Role,” subsection IV, Harmful Content), thereby causing reputational and financial harm to the host.

Any recourse?

[Ania-and-Greg0]

So after doing some research into the new AI default denials i contacted BBB. 

the person whom reached back via BB stated the "special department" will work with me to reach a resolution. Never happened.

Instead someone from lowest level of support at Airbnb call center called and pretended to be overly concerned about the situation. within the hour same "copy/paste" response that I exhausted my 2 AI tries.

So the guest broke the house rules by not controlling his pet and flatly refused to crate the pet if left alone (as he was advised). Pet damaged the house while unattended. Guest paid admitting the fault and then at the 11th hour leaves a 3 star review stating that the items his dog damaged were old and clearly not his dogs fault.

The retaliation review policy clearly states the host should be confident that if the guest breaks rules AND causes damage retaliatory reviews will be removed.

The review policy also states that reviews cant be biased, which if left after the claim is filed is clearly biased.

Requirement that a host submit a claim within the same window as the review window creates the bias and discourages hosts from filing a claim for damages by introducing fear of a bad review in hosts.

Also section 15(iv) of the terms of service (US) clearly disallows harmful content; ToS being a contract between Airbnb and its user base. Keep in mind that ToS breach voids the contract, which includes the mediation protection clause.

So its clear that review policy was disregarded, the retaliatory review removal policy was thrown out the window, the content policy does not apply and ToS are nit picked however Airbnb chooses and they will not escalate this above an employee #2 in the call center hierarchy.

So per BBB I'm filing an FTC complaint, as well as contacting other federal agencies which may be interested in pursuing legal action against this outfit as well as taking  breach of contract and false advertisement of Host Protection legal action of my own. If anyone has any other suggestions as to where to take this next please let me know, as I'm sure I'm not the only one since Airbnb review removal process went to AI, and the peons in the call center can only copy/paste "there is nothing I can do" responses.

[Joan2709]

@Ania-and-Greg0 

You can file an Arbitration Claim under Airbnb's Terms of Service - Section 22. 

You can also post on Airbnb's social media Twitter/X and facebook.

[Ania-and-Greg0]

Does anyone know if Sean Rakidzich's course on Arbitration filings is any good and still relevant? Its not free, but Sean is one of the better resources I found on how to deal with all things related to Airbnb.

I think at this point the only way to deal with airbnb past their offshore call center firewall (which ignores the ToS, policies and is completely negligent) is legal action, which starts with Arbitration. 

[John5097]

@Ania-and-Greg0 

There have bene many discussions about this. 

The "Air Cover" promoted by Airbnb isn't a traditional insurance policy. They do cover damages on a case by case basis. 

I'm not sure of the exact letter of the law either regarding accuracy of reviews. 

On one hand this is what host signed up for. Each guest can leave a review. 

Blinds are also something that typically ware out or get broken. In my experience if they last a year thats good. Don't ever use vertical blinds as I had those and they were bloken many times by guest as they try and open them when the louvers are in the closed position or twist the adjustment bar with too much force, so the result was me rushing to the nearest big box store to purchase replacement and install. Those weren't cheap either. I even put little label on them. 

The only solution was installing curtains. 

Could the guest claim they were flimsy in a review? I think yes so never even mentioned they were broken. 

So I think it's kind of ridiculous to file law suit over set of blinds in a STR. 

Not being rude. You really seem like a fantastic person and host and don't think it's your fault.

I just think some things are expected to be broken at a listing.

I would never think it would be worth the risk of retaliatory review.  

A number of things should be avoided in a listing: fabric on furniture, (will get stained), carpet, weak furniture, blinds. 

You could go to arbitration and would think ABB would settle it because it's much less than cost of legal expenses. 

In part host sign up to list their property on a review based system. I also had a 4 star review that was inaccurate guest just didn't read the listing at all or look at the pictures. I tried once to have it removed without success. 

This is just my opinion. I think a guest would need to have posed some kind of risk or reckless behavior such as intentional damage, or some action that put anyone at risk, for host to initiate any kind of legal actions. If they wrote a malicious review that also compound the situation and demonstrated they didn't accept any kind of responsibly for endangering guest, cleaners, or host, that would justify legal recourse as it compounds the abusive or reckless behavior or action. 

But a broken blind. No. Get curtains, change pet policy, and those just need to be replaced on regular basses anyway. 

I only would use insurance for something catastrophic. I have a legal STR and my city requires a real insurance policy that I would have anyway. I choose a higher deducatble and never made a claim. If I did the rates would go up the next year. 

Good luck though! At least it was just 3 star review which is very manageable. 

* As a host I can relate to the emotions. Whenever I find any kind of damage, stained linens, etc, it feels like a kick in the teeth! I have to constaanalny remind myself and be mindful not to let something small blow up into something bigger. I think it's a part of being extremely detailed oriented. Also one blind or sheets or towels is also usually more than the nightly rate so in that moment it's like hosting for free. And just that could be a reason to not host short term as thankfully it doesn't happen a lot or I can repair or get stains out. But it's very stressful so didn't mean to be to harsh. I just would never confront guest over anything like that as would likely result in negative review, although admire your sense of fairness and accountability. 

[Ania-and-Greg0]

your input is much appreciated. the claims have been paid, both partial by the guest and then airbnb. the claim pay out is not an issue here.

you do mention that you wouldn't file the claim over the blinds over the risk of a bad, retaliatory review (guest also broke the washing machine, which took a number of hours to find a good used part and to repair ).

You should not have to choose between getting your damages paid for or having your reputation tarnished, and search placement affected, when both damages and disregard for house rules/pet policy exist, see the "retaliatory review removal" policy.

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

This is exactly what the retaliatory review policy and review policy is SUPPOSED to prevent.

If you file a claim for damages, and then get hit with a bad review over it (both biased and retaliatory), then airbnb is supposed to act to protect the host as the review infringes on both policies.

the pet/service animal policy is also written by Airbnb, and was disregarded.  

I'm not filing complaints over an unpaid claim. I'm filing because Airbnb choses to ignore its policies and Terms of Services when its convenient for them instead of applying them uniformly when both bias and retaliation are the clear reason over a bad review.

I didnt write these policies, Airbnb wrote them, and i expect they will follow their own guidelines or else why have these policies in the first place?

[John5097]

@Ania-and-Greg0 

Hopefully you are able to get that one removed. Not blaming you as you following the exact rules and process. 

From a practical point of view though I have always thought a minor claim wouldn't be with the risk of retaliation. 

Above all it's a logistical problem. For example I read one post today where the host claimed to have spent over 200 hours on the phone with Airbnb customer support to try and have one review removed from a year ago! Now multiply that by how many million host? Everyone is calling in to have a review removed over and over. 


Guest break anything. The Washer Dryer gives me anxiety. I had to put labels on the doors "open here" or they would pull so hard on the wrong side it damaged the hinges and broke the plastic mounting brackets and a new door would cost half the cost of new one! I used hot glue and the door sags a little but still working. I also routinely replace parts that typically break. 

Sometimes a cleaner may find something broken but it may have already been broken by a previous guest as they sometimes put broken glasses back in the back or the cabinet, or glue a broken door knob back into place and cleaners may not notice for some time. 

So the guest shouldn't have an opportunity to respond even if a door, or some appliance was already broken and they were wrongly blamed? I'm not saying you blamed the wrong guest, just that it happens. I often find things broken and not sure which guest did it although pretty sure. 

I suppose it really depends on the extent of the damages. If its extensive and something deliberate that's much different that things that typically can break from normal use such as blinds or dial on button on a washing machine.  

[Ania-and-Greg0]

@John5097 This property is only a few miles from my primary residence so i do inspect the property after each check-out and prior to each check-in (after the house keeper).

i am very meticulous (engineer by trade) and keep good records. If i can fix something i take care of it for free as im pretty handy, but if someone repeatedly smashes the washing machine or their dog tears half the blind off because its home alone without supervision, then i should be able to file a claim (as advertised in different media outlets by airbnb to lure new hosts in) without fear of a bad review left after the claim is submitted and paid for (partially) by the guest.

[John5097]

@Ania-and-Greg0 

It was totally within your right to file a claim. But as mentioned it would have been better to just leave an honest review. If not there is high likelihood of guest leaving a less than positive review. 

I really do hope you get this review removed though. 

The issue is any company that is review based can't police reviews too much. 

In this situation these are things that can and do break from normal use. A washing machine's warranty would be voided if it was used in a commercial application like a short term rental. 

So customer service would have to decide if its normal ware and tear or guest broke it. Maybe guest did agree to pay for part of it. Is that an admission of guilt or just wanting to settle it? Should guest forfeit right to leave a review over a blind or dial on washing machine that both do ware out with normal use? 

There will be no way a company can always keep up with that volume of customer support. As mentioned one guest today claimed to spent 200 hours on the phone to have one review removed. 

I think you have a compelling case to have it removed, but at the same time, it is a review based system and it's not clear this is retaliatory. I know to you it is but that's the entire concept of review based system. It's like that with all of them. I just bought a regulator, for example, to convert a gas powered generator to natural gas. Several reviews on eBay and Amazon gave negative one star reviews because a mounting brackets holes didn't line up with the generators mounting holes, but its a generic mounting bracket and all the other sellers have video to drill new holes.

I think we all roll our eyes as some reviews. One guest even joked that Crayola Crayons get negative reviews! 

It hurts and it's not fair because a few negative reviews can impact bookings but we signed up for a review based system. I created an account, uploaded pics, filled out the boxes, and went live at 11 pm. By 8 am the next morning I had my first booking. It was like that for all of us. Without review based system we wouldn't have anything like that. 

I think host already need a Plan B.. This guest wasn't even trying to scam you for a free stay. It's getting much worse with recent policy changes. Not worth risking negitive review for a situation that can be avoided. That is if you plan to keep hosting. 

This was just a less than positive review. 

What if you were a guest at an Airbnb and the host blamed you for breaking something that you didn't break or was already abused and broke using it normally? 

These are just hypotheticals. I think you have a compelling case to have it removed but moving forward would just write a review. 

It can be like that with Amazon as well. A work bench table was damaged in shipping and was the wrong table so called customer support as I couldn't click both boxes. The first one must not have liked me. It was third party seller. They instructed me to ship it back at my expense and Amazon would reimburse but what I got the instructions it said shipping couldn't exceed something like $40 and this was going to like $200. Had to call back again, send pictures, etc. And I'd say that would be good customer service because with a lot of stuff there is zero customer service. 

I think Airnnb has excellent costumer service. They didn't remove a 4 star review for me but that was their decision which I didn't agree with but respect them for doing their job and think they are really good. 

I always try to be as concise as possible. Get straight to the point and what you want. 

Good luck! 

[Ania-and-Greg0]

Also, most homeowners insurance deductibles wouldnt even cover the damages below a certain threshold (mine is 5k) and every time you file a claim your rates go up.

This is specifically why airbnb created aircover

[Joan2709]

@Ania-and-Greg0 

Yes...it's a balancing act when it comes to whether to file an Aircover claim or not; especially since Airbnb has turned over review disputes to AI and is not complying with their own written policies it seems.

Are you sure the guest damage the washer?

If you think you will have issues in the future with guests not complying with your pet rules, you might have to change the listing to no pets allowed.

I will send you a DM regarding future options related to Aircover claims.

[Ania-and-Greg0]

regarding washer damage, im 110% certain. it was pretty evident that the main control knob was forcefully pushed/hit several times to the point where the main shaft of the knob completely disintegrated the internal mechanical cycle programmer. regardless, the claim has been submitted and paid relatively quickly (partial paid by the guest/partial paid by airbnb).

Airbnb ignoring their own policies is the main issue here. A host shouldn't have to choose between eating the cost of damages/repairs, or risk a stain on their reputation.

Aircover and the retaliatory review removal are supposed to take care of this dilemma.

[Magy6]

I have the same situation with the new automated review dispute, the guests who don't show up at all then next day they ask for full refund and when host decline they leave one star review and the response to review dispute come shortly after saying review won't be removed ! One of the clearest policies is the no show one, it says if guest never arrived to stay or experience,they can't leave review and rate something they never experienced!! Not to mentioned the revenge part that they leave the bad review after host decline refund 

[Ania-and-Greg0]

call the customer support instead of filing another form. ask for a senior case manager and tell them guest never arrived and is ineligible to leave a review. AI thinks that since check-in date passed then the guest walked through the door. 

ABB should just stick to hospitality instead of getting in on the AI fad and misusing it.

Whats next Aircoin?

[Ania-and-Greg0]

I think we all should start filing BBB claims before we even file a review removal form, that way BBB is aware of this continued abuse of policies.

Here are other avenues:

Federal Trade Commissioner at (877) 382-4357 - https://reportfraud.ftc.gov/form/main

The Department of Consumer Affairs at (800) 952-5210 (California)

The Department Of Financial Institutions at 1(866)275-2677 - https://dfpi.ca.gov/ 

You can also report to your states Department of consumer affairs, here is GA:

https://consumer.georgia.gov/resolve-your-dispute/how-do-i-file-complaint