Unjust Review Retaliatory, but airbnb refuse to remove

[Richard3608]

Hello everyone,

I just wanted to voice out my concern and frustration on one of my guest leaving a retaliatory review using lies to defame my listing.

In our listing details this is what we listed:

**PLEASE READ**

Only 2 sets of COMPLIMENTARY (free) toiletries and towels are given for all guests.

The following COMPLIMENTARIES will not change even if you book for 4 guests:

(2) toilet paper

(2) guest kit

(2) mineral water

(2) bath towel

(1) bath mat

*You can request for additional towels for a fee of P100 per towel (depending on availability - max of 2 towels)

For Beddings we provide:

4 pillows

2 comforters

NOTE: Guest needs to submit photocopy/snapshot of at least 1 valid ID for guest form to be processed.

This message is also sent to her after she booked our place. But during her stay, she demanded us to provide more, she asked for more toilet papers to be provided to her, we considered giving her 1 extra additional roll and told her that it was the last roll that we could provide her, and that’s when she got upset, stating that we are a little stingy, and that is why she left this retaliatory review of lies.

First in her review she stated that our bed was not a double sized bed which is a lie, because the 2 beds in the unit are a standard double sized bed, there are no undersizes in beds,they are mass produced and are standard in size it is either a single, a double, a queen or king size, if this was less than a double size bed then it would have been a single sized bed which would be impossible, because in our pictures we have shown that 2 pillows was side by side fitted to the bed which you cannot do on a single bed. Aside from this there were 3 of them staying in the unit and it would be impossible for them to fit if indeed these beds was smaller than a double size.

Second she’s trying to downplay us by stating that the number of complimentary we provide is not enough, but like I said we already stated the things we provide in the listing so if she feels that this isn’t enough for her then why bother booking with us? It’s not like we force her to book at our place.

Third she claimed that we have “extra hidden fees” which is also a lie that even airbnb can see, because all transactions was made thru airbnb payment and we did not charge her a single cent of an additional extra fees. This is obviously a retaliatory.

If airbnb policy allows this kind of lies to be posted as a review then there must have been no policy at all to begin with.

I have stated solid proofs that even airbnb can check with their own system to see if I’m telling the truth but yet the designated team insist that the review does not violate their policy. Tell me if this is fair for us as a host to be lied upon and still does not violate the review policy.

We have been trying our very best to provide the best service that we can to our guest, my only request from airbnb is that you protect us from abusive guests such as this one, because this kind of guest is ruining us unjustly.

 

 

[Shelley159]

Hi @Richard3608 

To avoid a similar situation in future, you could consider an extra-guest fee for the 3rd and 4th guest. This would help you cover costs so that the amenities you provide can match the number of guests.

I see that there's just 1 room (so you probably don't want to add very high extra-guest fees), but even a very small fee will cover the amenities and eliminate the problem (or alternatively, you could provide more amenities without charging more, which would make the guests even happier!)

[Richard3608]

Hi ms @Shelley159 thank you for your suggestion,  well the actual demand she was asking for is for us to provide supply of toilet paper for their whole stay, and they manage to finish 2 rolls in one night.

[Shelley159]

I agree that guest amenities can be a huge expense (while we we also have to keep our rates reasonable to get booked) @Richard3608. Amenities cost money, storage and time (to buy, manage and re-stock).

Having said that, providing the additional items may be better than the "cost" (friction, bad review, loss of business) of not providing them.

[Mary1523]

I agree with this host suggestion Richard.

Honestly, don't open yourself up to issues that depend upon someone reading some fine detail or having expectations that are vastly different to the norm. And frankly, many regular airbnb guests will find your setup strange, so it's asking for issues to arise. Just provide what they need for a reasonable charge, never quibble over a roll of toilet paper and never respond to the guest reviews negatively unless it really really deserves it. We are in the hospitality business, so guests are always right (in public) most of the time, even if you think privately they are not. Potential future guests will judge host responses as well, so its always good to be positive and kind as much as possible.

All the best, rgs MK

[Marie8425]

@Richard3608 

I read the one line review, unhappy but not detailed.  I read your lengthy detailed response to a Guests maybe unreasonable but still unhappiness.  Honestly your response is more for me as a Guest to make your property questionable because you are ready to fight.  Not the experience I am shopping for when I am looking for a rental.

[Richard3608]

Hi ms @Marie8425,  I appreciate your response. Everyone has their own ways to judge and weigh their booking options, the way I see it, you base your judgement on the how the guest feels no matter what the story lies beneath it 

But maybe you have to consider that not all guest demands are reasonable.

[Marie8425]

@Richard3608 

I am sorry let me try explaining again.

When we react to something personally then we are making a personal judgment.  They are doing something I do not agree with because they wish bad on me.

When I step back and put my business hat on.  I acknowledge a behavior is not agreeable to me, but I also acknowledge I can not judge somebodies behavior may have nothing to do with me personally.  Honest, I really don't know someone's why in a short period.

That is the point this is a stranger and I can not judge them, I can not tell them how to behave or react just like I wouldn't like someone who I don't agree with telling me I have to behave like them.

[Richard3608]

Hi ms @Marie8425 I really appreciate your willingness to help, but I really don’t understand what you’re trying to say.🙏🏻

[Marie8425]

@Richard3608 

The Guest behaved badly.  Why?

Did they just have a serious personal crisis, are they just a thief, do that just dislike me in general or do they just hate my bathroom?

[Marie8425]

@Richard3608 

This is not a guarantee of things not being crazy but I had this experience in April.

I do mostly contract workers, so my lengths of stays are pretty significant.

Typical of most contract workers, they share with me that the total stay will probably be months but their first reservation to short of test it out is 7 days.

I accepted 2 different new guests in April in my shared home.

I smoke, I am very aware some people don't care while others are uncomfortable with the smell.

I disclose in my ad but I nicely confirm noted before acceptance.

In April, I accept 2 non smokers.

The 4th day, I notice 1 Guest is no longer staying in the house.

I have a pretty good guess why but it is a guess.

I don't challenge the stranger or offer a way out when I don't know the issue.

About day 6 I just send a nice message" Didn't see much of you during your stay.  Wishing you the best in your next work journey stop"

That makes it obvious that yes I know she wasn't in the house and she is not going to extend as previously discussed.

I approach her in a way that shows her I am open to conversation I am not entering the discussion already in a mindset of what will happen.

She messaged me back also polite just busy with work and thank you for well wishes. I still have some days to wait haha.  Check out was 7 days ago.  No negative review.  No refund demand.

She still has a week but hopefully I dodged an arrow.