Terrible guest experience and negative review

[Gary1164]

I received a bad review after a terrible experience with a guest. 

It was a hosts worse nightmare.

The house was trashed a huge party.

I was fortunate there was not more damage.

Airbnb paid for everything so that was great.
But I can’t believe this person was not banned from Airbnb and even worse she left a negative review.

This review triggers Airbnb warnings that I need to work on things. It has been a super stressing experience.

I have asked 3 times for the review to be removed with no success. Below is my latest reply to AirBnB

Hi Ian.

Thank you for your reply. The problem is you are looking at the review in isolation of the events.

Gemma booked for two people, at least 8 to 10 people stayed. When confronted about this she lied. So I have been defrauded by her. Every bed was used. All the linen was used.

Gemma had a huge party at my house. Police had to come as well as an ambulance. There was drug abuse and drunkenness. I spoke to the policeman and he confirmed this.
There was a lot of damage caused by Gemma’s guests and Airbnb compensated me $2600.

Gemma over stayed 1 hour and 40 minutes after check out time that’s why the house keeper walked in without knocking. She thought no one was in the house at that time.

The house was a total mess there was food all over the carpet and empty bottles and cans. Rubbish was pushed into the cushions of the couches would you believe!

When confronted with all of this Gemma lied and said only two people stayed at my house.

She became annoyed and angry and left.

She left the bad review in retaliation of my claim for damages.

How can a guest like that not be banned from Airbnb?

How can a guest like that leave a damaging review?

Look at my other reviews and compare.

It is causing me a lot of stress to see her review after experiencing what was essentially a home invasion.

And not having your support is making it worse.

Thank you for reading this.

Regards
Gary

Ps I am thinking about going to the media about my experience

[Debbie210]

Hi Gary,

So sorry these guests didn’t follow your rules, then when confronted by you, they write a bad review!
Do you have a copy of the police report? That could be helpful for you, proving your guests had a party…. Etc…

[Fred13]

When you have your place 'trashed' is obviously no fun, but the prevention of a 'party' taking place in your place should be primarily the responsibility of the owner not Airbnb's. They can't guarantee human behavior.

For starters, you have a 3bdr place with 6 beds which by its sheer number of beds it is accommodating more people to stay then the 8-person limit you do have. And it is in the 'middle of nowhere' which makes it hard to enforce unless you are very watchful.

Airbnb paid you $2600, lucky you, but the guest left the following silly review that is easily dismissed, though you find it so stressful:

"Okay but didn’t clean house before we came and had to complain then the family came 30 mins before our checkout time and didn’t even knock." (What family is that?)

You are right, you are lucky that things didn't turn out worse.

[Gary1164]

Thanks for your support and empathy 

[Helen3]

Hello @Gary1164 

A horrible thing to happen - as you have a remote property can I ask what security you have in place such as CCTV and meeting guests at check in to protect your property? 

you can ask Airbnb to remove their review under their retaliatory review policy. 

[Gary1164]

Hi Helen

I do not have cameras in place,

but I have ordered them.

My neighbors are very supportive and keep an eye on the house too. 

My issue is not the party but that this guest can leave a review and also that this guest is not banned from Airbnb.

Airbnb reimbursed me for the damage and cleaning and the team was excellent.