Third-party party booking cancelled, but can leave a review?

[Alison1039]

I recently encountered a situation with a third-party booking that required multiple attempts on my part to assist the guest. Unfortunately, due to a lack of communication from the guest, I had to escalate the issue to customer support, who ultimately canceled the reservation.

Now, I'm receiving notifications to review the guest, which implies that the guest also has the opportunity to review me. When I reached out to customer support for clarification, they explained that this is a standard procedure following a cancellation. However, there seems to be a discrepancy as the booking was originally for two nights, but the review request is for one night. This inconsistency has left me wondering if I've been misinformed.

I was assured by customer support that any review left by the guest would be removed, yet the logic behind this process is unclear to me. Has anyone else experienced a similar issue?

[Michelle3890]

Hi Allison,

I completely understand what you were dealing with as a host.

Although I did not have your exact situation, it mimics some of the issues that I have had with guest reviews.

I believe the negative reviews should not be left unless there is a evaluation of the situation, especially if Having good reviews.

My concern is that guest get to leave A negative review without having contacted the host first to explain what’s going on. That would at least give you the host and opportunity to rectify the situation and make the guest stay even more pleasant.

Or even offering a refund when necessary.

I also think your case that Airbnb should take that down and it not be counted against you.

Especially when it’s a circumstance that is out of your control.

I am concerned that guest get to leave reviews, negative reviews, when it is a situation that is out of your control.

The solution:

We should be allowed to negative reviews once a year.

Especially if you have pretty good reviews going along, you should be allowed at least one grade to be dropped from the overall average like they used to do in school.

I hope that makes sense

I look forward to Airbnb reviewing these policies and reevaluating how they can make things better for everyone.

[Bob297]

@Alison1039 
Airbnb's Reviews Policy - Airbnb Help Center

<Reviews must be unbiased, contain relevant information reflecting the actual experience of the reviewer during the stay or Experience>

<Reviews may only be provided in connection with a genuine stay or Experience.>

[Helen3 · Accepted solution]

Hi @Alison1039 

I don't accept third party bookings not only because it's against Airbnb's T&Cs but because there is no way to vet the guests and you can't communicate direct with the person travelling. 

if you read Airbnb's review policy you will see if bookings are cancelled within 12 hours of check in either party can leave a review.

in your situation I wouldn't and I would hope the person booking won't either

[Alison1039]

@Helen3 Last-minute via Instant Booking

Initial Message:

  - Booked for girlfriend's parents

  - Parents excited to join for hanging out and dinners

Reply to them within an hour:

Third-Party Booking

  - Highlighted the right to refuse third-party bookings

  - Considered not enforcing this right

Space Limitations:

  - Studio is very compact

  - Advertised for only 2 people

Outdoor Space Unavailability:

  - Fire ban in effect

  - Outdoor space not available

Fit Concerns:

  - Based on the message, the space is not a good fit for their needs

After sending this, plus two follow up message with read receipt that guest looked at my messages. No response. Check-in was now less than 12 hours away. 

I reached out to Airbnb, told them I thought better to cancel reservation. No mention that the policy you highlighted would go into effect..

Now I know 😔

Unfortunately when reservation was cancelled the third-party person reached out nasty and self proclaimed Super Host herself said I cancelled due to lacking amenities offered due to fire ban in my town...

So I'm very concerned that they will leave nasty review. 

[Helen3]

Hi @Alison1039 

you can set your listing up so guests can't IB at the last minute this helps prevent this sort of situation or you could have just asked Airbnb to cancel as soon as the booking was made as you knew it was a third party booking 

as hosts it's up to us as the business owner to familiarise ourselves with how key policies such as the review , cancelation, what happens if you want to make a claim against  a guest etc

you can't expect customer services to be mind readers and know that you hadn't familiarised yourself with its review policy .

I'm sure you higlight in your listing there is a fire ban in the location.

[Alison1039]

@Helen3 

You're right lessen learned..

I'm ultimately responsible for my own business and making sure I'm clear on policies.

I'm unsure how to block last minute IB guests though, that's a very good tool I was unaware of. 

Yes, my listing in multiple areas mentions fire ban including letter from town.

Thanks for your great advice!

Looking at information how to change IB for last minute. 

I did this in my listing;

• Availability 

• Advanced notice same day 

• same day advance notice 9am

• preparation time two nights before and after

Is this correct?

[Helen3]

I am not sure look on the Airbnb Help website it has FAQs about how most things work on the platform. 

I have two days advance notice . Two days prep time might work too.  @Alison1039