I went back and forth with Airbnb for weeks about a guest who completely disrespected and damaged my space and wrote a retaliatory review with really low stars. The end result was that they said “the guest is entitled to their opinion and to share it,” regardless of the fact that I think all of the complaints given could be proven false or shown that the guest didn’t read the information I provided them.
For example, they complained about unexpected fees (I did not charge one cent more than what it told them at booking and I only charge the rent and $100 cleaning fee, fully disclosed), no Uber (says in my listing there is no taxi/rideshare locally, plus they were visiting family and seems like family could have told them), high rate (had 30% off promotion for Memorial Day Weekend so ended up paying less than my yearly average), nothing to do (again, visiting family, but my listing is on a river in a huge ecotourism location with fishing, water sports, golfing, biking, etc.) and many more similar issues.
I have been a SuperHost for 7 years, have a 4.97 total rating on 500+ stays at my 4 properties, and have only reached out to Airbnb for help a handful of times. Only one time stands out that they really helped me. This guest was a first time Airbnb user, so that shows how much Airbnb really cares about its hosts.
Most of the time, I don’t even bother contacting Airbnb because I’m pretty sure they won’t help, and it will just be a waste of my time (especially since they reply so slowly and rarely understand the first time).
Sorry you also have had a bad experience!
