Hello!
Please advise . If anybody had the similar experience
The several guests arrived to our house in the late afternoon, my mother met them in person and showed the house ( I was present on phone call all the time during the check in process) . They checked everything in the details, wrote me message to my AIRBNB platform that they are "OK to stay and received the keys". They asked if they can check out later next day, and I replied that so far "yes", unless somebody would do last minute booking ( then I will ask them to leave on official listed Check out time at , because of needs for the house cleaning, which is common sense).
Few days in advance of arrival I asked them (via AIRBNB platform to pay extra fee 100 $ for only one night booking ( as it written on my house rules, that we prefer at least 2 nights stay) and asked if they would like to stay longer I will remove those fees . They responded that will pay additional 100, and I remind them about it again during check in process. They agreed to adjust the reservation for that extra payment, received the keys from my mother with advise to contacted me for any reasons ANY time
They stayed longer and left next day late afternoon ( as agreed, if no sudden reservation happened),
We never got any calls/ texts/ AIRBNB messages about any complains/ requests from them except text message in the late afternoon that they are leaving the property and the keys will be left on the table" .
Few days later I got the call from AIRBNB that guests decided to ask their money back, because according to them "the house was very dirty, and we manipulated them, FORCED them to pay extra money, WOULD NOT LEAVE house and WOULD NOT GIVE the keys till they paid that extra fees, we keep playing with check out time, etc
They also wrote that never complained before because "were afraid of us, because we leave near by and could returned to the property anytime".
After detailed review of their complain, AIRBNB refused to pay them money back based on time frame of their stay , which caused , obviously very angry review.
My requests to AIRBNB to remove this review is also keep postponing, with explanation that is " nothing wrong with guests to share their experience".
We strongly disagree with it, because its not just lie ( otherwise, why would they never contacted us, not just right away or next morning, but stayed till late afternoon in "Dirty house" . We consider it as a personal offence. This is not just their opinion. The cleanliness of house is definite subjective matter, and very broad subject, which is hard to argue( as something very clean for one person is dirty for another and personal standards are different). However it is not about the condition of the house. This is definite accusation of us in actions, which they even unable to proof, because it never happened - in FORCING them for extra payment, would not give them a keys and would not leave the house", "Manipulation with check out time" , and the best of all - the statement that they were AFRAID OF US, because we could comeback anytime". Meaning , that 7 grown adults were afraid of 70+ years old retired school teacher in causing them ... what? Beat them? Harm them somehow? Kicking them out of house ? It was not clarified in review, yet nobody called AIRBNB to share those fears or concerns for next few days .
All above means the guest have the right to write anything they want without the proof of it as soon using "the polite , acceptable, non offensive words to share their experience" even this is lie or unproved accusation .
How about the offensive/ insulting statement itself ?
HOSTS, please , any recommendations would be appreciated, because I still think the review should be removed.
Its not just about rating 1 star. Its accepted already as a personal offense.
Shell I contact the legal department for getting the objective opinion beyond AIRBNB customer service, who just keep creating one ticket after another and referring to different teams for further assistance ( with involving enormous amount of my personal time)
If anybody had the similar experience?
Thank you .