Review, guest conducted commercial use in property, Medical Transfusions on patients

[Mitch479]

This presented significant liability issues.  I have one more day to write a review!

She wrote one already,  most certainly a MALICIOUS retaliatory review, which I cannot yet view until I post mine). 

My question is about writing a review that WON'T get deleted by airbnb for violating review guidelines.   The content of the review may include the following:

"Mother of guest is wonderful, the actual guest herself treated me rudely, and showed zero apprecation for all efforts to remedy washing machine issue, we bought a new one;   guest used apartment commercial use,  to conduct medical procedures, specifically blood transfusions, and both the daytime and night doorman indicated that many patients arrived during the one month stay, I would not rent to this guest again"  (followed by a 2 star rating)"

Is this acceptable?

[Guy991]

Hello @Mitch479 ,

I would not mention the medical issue because Airbnb may flag it!

also, consider not mentioning the mother, as she is not part of the review.

Consider this:

The guest was rude and unappreciative despite my efforts to provide exceptional service. The main issue, however, was that the apartment was used in a way that went beyond normal residential use, with frequent visitors throughout the month. This was a difficult experience and I would not recommend this guest.

The reason you should use “visitors” is that Airbnb may not like direct accusations of running businesses, so “customers” is problematic, and “patients,” which implies something medical, is even worse.

[Mitch479]

Thanks so much for your feedback, if you could, tell me your thoughts on this edited version of the review:

"Guest treated me rudely, and showed zero apprecation for all efforts to remedy washing machine issue,  even after buying a new one. Most troubling was using the apartment for commercial use, many complaints from neighbor, and present significant liability issues. Would not rent to this guest again"

VERSION 2, less vocabulary that may trigger a "flag"

"Guest treated me rudely, and showed zero apprecation for all efforts to remedy washing machine issue,  even after buying a new one. Most troubling was usage of apartment in ways that violate residential policies, many complaints from neighbors,  presenting significant liability issues. Would not rent to this guest again"

[Guy991]

Hello @Mitch479 ,

I do not know exactly, but let us assume that an AI is going over the reviews. The simpler the better. Also, keep in mind that you are actually writing this not for the guest but for future hosts who have to decide whether to accept this guest or not. I wish there were an option to “like” some reviews, because a few of them have saved me from troublesome guests.

That said, I think the second version is safer. Again, I would not challenge the system with words like “commercial.”

Here is another version based on the second one:

I cannot recommend this guest. The guest treated me rudely and showed no appreciation for efforts to resolve issues, including replacing the washing machine with a new one. More troubling was the way the apartment was used, which led to many complaints from neighbors and created significant concerns. I would not rent to this guest again.

After you write your review, the real work is to go over your procedures, because in my opinion you could have acted differently and possibly avoided the malicious review that you mentioned you will probably receive.

In addition to the review, you can also report the guest privately to Airbnb and explain everything in any language style you prefer. Always remain calm and professional when speaking with Airbnb. If the house was used as a medical clinic without a permit and something went wrong, it could become a major issue for both you and Airbnb.

[Mitch479]

Thanks again for your reply @Guy991 !  I think I'm going to use the version you help edit. 

Before receiving your reply, I went ahead and opened a case to maintain a record of the occurence, just in case information needs to be referred back to again, for example, asking that a review be removed.  Probably not necessary, and maybe not useful either. But, someone in the local airbnb facebook group recommended at least registering what happened during the guests' stay.

Here's what I wrote to support, and here is their reply:

MY OPENING STATEMENT:

This guest used the property for commercial unauthorized uses on the residential property, the neighbors have since called a meeting to decide whether or not to allow airbnb in the building.

I am opening this case to register a formal record of what happened during this guests' stay. She was receiving patients to conduct medical procedures in the apartment, last night I interviewed all 3 doormen, and all attested they same: they received guests to the building that arrived for the purposed of having blood transfusions done in the apartment.

They also said that if necessary, we can get video of the many guests that arrived to the lobby during the month of August. The maid who cleaned the apartment weekly has also gone on record as a witness to the transfusions being conducted inside the apartment, with all the catheters, needles, medical gloves, etc in the property.

The question is: what is my goal with this case? it is not monetary at this point. It is for making an official record here on the platform, in case the condominium association escalates the problem legally.

This guest cannot do this in other properties without prior authorization, which I doubt would be granted in a residential building that does not carry commercial medical insurance.

do I need to do this in the resolution center?