Unfair bedbug review by guest

[Tutsirai0]

I recently had a terrible (newly joined, no prior reviews) guest book for 2 nights,  enjoy her entire stay with her boyfriend, then afterwards call airbnb to say she left early because of bedbugs, therefore she needs a refund. She didnt leave early (evidence-based on our security cameras & electronic door lock readings which recorded her unique door code activity). I only got to know about "problems" because as my usual policy, I checked in with her after her stay to find out if everything went OK. In my listing I state that I give my guests privacy but send them message  on the day of check-in to let me know of any problems right away. I also have at least 2 visible notices in rental unit starting the same thing with ways of how to get in touch. She never let me know of an issues until after check-out WHEN I CONTACTED HER & then she wanted a refund.  She  then left a public review about bedbugs. She's an obvious scammer, she never sent
 me evidence of vermin in the unit (it's just her saying it) we found zero evidence ourselves after our thorough inspection (BTW we have zippered pillow & mattress protectors , metal bed frame). Also we currently have long term guests who've had no issues for weeks. Airbnb will not remove this review even though it's false & even though guest never complained of issues during stay. Surely you shouldn't be punished for something you were never made aware of? Airbnb Support is giving me a classic runaround with generic responses unrelated to anything I'm saying. They can clearly check messaging in Airbnb platform to see truth in guest/host exchange.  Any advice on what to do?  I've already replied to guest bedbug review but a false bedbug report is damaging to business. Potential guests dont know that the bedbug scam is a known thing on Airbnb and that some unscrupulous people just  want a free ride.  Over a year as a Superhost down the drain!!! HELP!!!

[Anonymous]

@Tutsirai0 Did Airbnb force you to refund the guest or suspend the listing that was reported?

[Tutsirai0]

To answer your questions Andrew, no & no. I'm wondering if anyone out there has been successful in getting Airbnb to remove a review & how did they do it...everything about that review is completely untrue & a killer for my business.

[Anonymous]

@Tutsirai0 I'm glad to see that Airbnb didn't murder your listing over the unsubstantiated bedbug accusation.  But if you expect the review to be censored, you'll probably be disappointed. There's not going to be a committee independently verifying that reviewers aren't lying, so most of the time you have to be ready with a solid response. 

[Tutsirai0]

@Andrew0 in my naivety I thought I could prove to Airbnb that guest claims are questionable by providing them with the security camera video etc to show she didn't leave early as she claimed and therefore everything she says is suspect.  However case manager says what she wrote was "her opinion"....WHAT? But I have have evidence that says the opposite!!! Thank you though  @Anonymous, it seems a reply is all I can do.  I hate that Airbnb doesn't really have hosts' back.

[Emilia42]

@Tutsirai0 Your place is really cute!

Your experience is really surprising because usually what we read about here is that when a guest screams 'bedbugs,' Airbnb will shut the listing down until the host hires and pays (hundred of dollars) for an exterminator to sign off on no bedbugs present. And then it could take weeks for Airbnb to get around to activating it again.

So while this review is insulting and frustrating, at least your listing is still active and you don't have to go through the costly expense of proving your case. 

I hope it all works out for you.

[Tutsirai0]

Hi Emilia0, thanks very much for the compliment!  I also appreciate you giving me some perspective, since all seems dark right now (really dramatic I know but it's so so annoying when you give your all as a host and you get a dishonest guest).  Reading from other posts around this issue, for sure it certainly could have been a lot worse. 

[Sean-And-Jenny0]

She did not have bedbugs and the guest was allowed to lie and say she did. It effects her ability to rent out her space because travelers do not want a listing with bedbugs.  

[Debra300]

@Tutsirai0,

You didn't mention if your communication with the guest was via Airbnb's message system or not, but always make sure to use that method.  If you talk, email, or text with the guest be sure to send a follow up Airbnb message that recaps the conversation, and ask the guest if there is anything else that she'd like add or if she has any more questions.

You need to leave a public response the guest's review, and make sure that it's factual and not emotional.  I don't recommend that you write the same thing that you wrote on your review of her.  State something like:  The guest attempted to get a refund after completing her stay, and never contacted you or Airbnb of any problems during her stay.  According to the security cam video and the door code activity, the guest stayed for the entire duration of her booking.  You contacted her after check-in to confirm if everything was alright, and that you have two signs posted in the apartment with your contact details, and have no record of her attempting to reach.  This guest's comments are not in line with any of the other reviews that you've received.

[Tutsirai0]

Thanks @Debra300, yes for documentation purposes I make sure all guest communication is via the platform, that's why I'm frustrated that Airbnb who could have verified that guest raised no issues during their stay didn't (they likely did but are choosing to ignore this).  A guest complaining after the reservation is completed (& not in a proactive way since it was after I reached out to her hours after check-out...makes complaint seems like an afterthought) then giving a bad public review when they don't get your way is retaliatory!  I appreciate your very good advice on how to reply @Debra300.

[Sarah977]

@Anonymous @Emilia42 @Tutsirai0  I suspect that Airbnb didn't do what is customary with them as far as suspending the listing because it appears that the guest didn't actually contact Airbnb to say there were bedbugs, she only mentioned it in the review, which she wrote after the host refused to agree to refund her. I'll bet Airbnb only acts on complaints that they receive directly from the guest, not complaints only mentioned in the review.

[Tutsirai0]

Thanks @Sarah977

[Colleen253 · Accepted solution]

@Tutsirai0  As unfair and frustrating as this is, I agree you should probably just leave this alone. If you keep pushing the issue, you run the risk of someone at Airbnb suddenly grabbing a brain, but rather than deciding in your favor and removing the review, they are more likely to suspend your listing, and require you to treat for bedbugs before they reinstate you. That's costly. You have lots of good reviews and before you know it, this one will be buried. Best of luck to you going forward.

[Tutsirai0]

Sound advice @Colleen253,  I just have to push forward and work to get more good reviews to push that one down.  Thanks!

[Sean-And-Jenny0]

This happened to us. We had a guest who came to our unit for four days and called to say that we had bedbugs. Within one hour an inspector was on site and cleared the unit of bedbugs.  There were no bedbugs, it was staged and the guest went to the er with insect bites she could have gotten anywhere.  Airbnb did not stand by us but allowed the review and did not allow us to respond.  We don’t want to do business with a company like this so we unlisted our units. We are also taking legal action against the guest for defamation which will likely go nowhere. I’m sorry this happened to you but I understand.