Seeking Justice: a bad review by someone I refunded 30 mins after his check-in with 10+ strangers

[Mia788]

I am seeking justice and don't know who to talk to. Airbnb customer service won't help and they even removed my response to his review. 

This guest told me he would come with his girlfriend only,  and his "girlfriend" picked up the keys in the afternoon. Around 11:35pm, he checked in with more than 10 strangers to my shared home for party. With full of fear (they already smelled like weed and alcohol), I had to immediately refund him and ask them to leave. He has received every dollar from me but lost Airbnb service fee and cleaning fee (these people were wearing shoes sitting in bed, and the toilet was already used). Because his party plan was cancelled, he left a very ugly review on my page as revenge. What's more,  in the next few day he kept harassing me with the money he lost but had no knowledge that was airbnb service fee. I lived in fear because he talked aggressively through phone message, and he knows my address. I also had to change the entrance lock. 

How can a guest who didn't even stay and got all the refund still be able to leave a review? I worked extremely hard to keep my listing 100% 5 stars over the past year and half. This single bad review won't effect my business very much, but I am so surprised that more than 2 case managers didn't help me and I feel they didn't even want to help me. The last manager even removed my response to the review which truly stated the fact. 

I lost belief in Airbnb Customer Service, who supposed to listen and help. Does every single victimized host deserve an ugly review?  

[Alexandra316]

@Mia788 That really sucks. Have you considered taking it to their social media?

Is the review in question the one from Anthony? I would say that if that's the one, I know it hurts and seems really unfair, but you have lots of good reviews after it and it will soon be buried. It's really unfortunate that Airbnb removed your response though: it seems extremely unfair.

I would also suggest that in future, you take the opportunity to review bad guests to warn other hosts. Even if you don't say much, I would take the opportunity to say something and give low stars and a thumbs down, neither of which the guest can see but may help another host.

[Mia788]

Hi Alexandra316, thank you for your suggestion! During the review period of time, I took a vacation for Christmas and New Year. But this guest still had my address and entry code to my door. I didn't dare to do anything on the review. Airbnb  told me that they would help if the guest leaves a bad review. So I just waited and hoped the "bad review" comes later than sooner. But they passed case to many different representatives. Their understanding slowly became pure defending to the system...

[Alexandra316]

@Mia788 That's really unfortunate, and I understand why you were nervous given the situation. It's really disappointing that the Airbnb response has been so lackluster. I hope you're able to get it pulled.

[Linda108]

Could you be more specific as to what you need from Air BNB CS? @Mia788  It seems that you did what you needed to do to protect your listing.  If Anthony was the guest in question, it appears you did not leave a review.  I also urge you to leave reviews especially if you had to cancel the booking due to the guest behavior.  Were you afraid to do that?  At the very least you can report his profile which is not a public posting.

You have 2 beautiful successful listings so you might not think there is anything you need to change in your listings.  However, perhaps you need to consider how you vet the guests.  If this type of guest can book your place, it is possible you will have others like him.

[Mia788]

Thank you Linda! During the review period of time, I took a vacation for Christmas and New Year. But this guest still had my address and entry code to my door. I didn't dare to do anything on the review. Airbnb  told me that they would help if the guest leaves a bad review. So I just waited and hoped the "bad review" comes later than sooner. But they passed case to many different representatives. Their understanding slowly became pure defending to the system...

[Kelly149]

@Mia788 the "they charged me" part could be construed to be discussion of an abb investigation which is a review no-no... I'd keep trying to get it pulled

[Mia788]

Thank you Kelly! It's been back and forth since last month... this really drains my energy and they don't really try to listen. I will keep trying...

[Helen350]

Are you aware @Mia788 that we hosts are NOT allowed to write any mention of an Airbnb investigation in our reviews, or in our response to guest reviews? This might be why they removed your response, as @Kelly149 also said?

I wonder if it would be possible to write a NEW response, saying what happened, but without mentioning Airbnb involvement? (I could understand if you did not know about NOT mentioning Airbnb involvement, I would not know myself if it were not mentioned here in the CC so often.) 

[Mia788]

Thank you Helen350 You are absolutely right! But when I tried to write a new response, the option of response was also removed...

[Colleen253]

@Mia788 Given everything that has happened, you should report/flag this guests profile. Cite his harassment after the fact and having to change your locks. That may get you some more attention from within AIrbnb but don’t get your hopes up. As others have said, examine the way you vet your guests to prevent people like this from getting in your door. 👍

[Susan17]

@Mia788 @Kelly149 @Helen350 @Colleen253 @Robin4 

Just an update. As of the recent introduction of the new Review and Content Policies, the relevant clause below has been removed from the Content Policy, and review removal due to those terms, are no longer an option  (unless the CX agent doesn't realise it has been removed, of course. Still, always worth a shot if a host is seeking to have a retaliatory or untrue review taken down. 

• Content that provides specific details or outcomes of an Airbnb investigation

[Helen350]

@Susan17 Gosh! Sorry I wrongly advised you @Mia788 . So on this basis, you could have your reply re-instated, if an out of touch CS operator removed it, based on old rules? - Tho' you might prefer to pursue getting his bad review of you removed, if it was retaliatory, after being asked to leave for rule breaking... https://www.airbnb.co.us/help/article/32/can-i-remove-or-respond-to-a-review-i-disagree-with 

[Robin4]

@Mia788   @Colleen253 @Helen350  @Kelly149  @Linda108 

I wish we knew what is actually going on at the top. The company seem to be on a self destruction path at the moment. We think it is just us hosts that are copping a rough deal, but I am active on a couple of other sites and I can tell you Airbnb are doing their best to put everyone offside, not just hosts and guests but even people who have nothing to do with Airbnb.

This was a complaint yesterday from another site.....

Two points immediately become apparent here.

1/.......This person assures the world these card details have never been used with Airbnb before this disputed transaction so the company's assertion that a family member or some details from a previous  stay (which he has never had)  do not hold water.

2/......Since when has anyone, member or not, have authority to use another specific Airbnb account holders payment method?

Social media are having a field day and the company are not doing themselves any favours.

With all these scary stories coming in lately we badly need some nice stories to lift our mood!

Cheers......Rob

[Inna22]

@Robin4 I think there is a lot of holes in this story. First off, most people contact the credit card and dispute the charge. No one needs "to not stop until corrected". It is usually 5 minutes on line and you are done. Also, it sounds like Airbnb has a reason to believe a relative or family member created an account and used this person's credit card but might be authorized users on the card. I am more inclined to think this is either trolling or an attempt to get a free stay.