United Kingdom Level 2
In light of the Airbnb update I went back and found a retalatory review. The guest overstayed and even entered the property when new people already checked in (they had the door unlocked). The repsonse I got from Airbnb? You can charge them for the late check out through resolution center.
First off, I already did that and in fact referenced that in my message to them as proof of what transpired. Second, I was asking specifically for the review removal in light of the new policy using the link posted in Chesky's updated.
The only thing that suprised me about the whole encounter was that I beilived yet again that Airbnb changed. Silly me
@Inna22 I'm surprised by the number of hosts who seemed to think that the new review policy would/should be retroactive?? While I'm a big fan of AirBnB revising the review system to be more fair, I simply don't understand how hosts are thinking that they can apply the new policy retroactively to old reviews. Even if AirBnB intended it to be (and I don' t think they did), it doesn't seem realistic or possible. The sheer volume would make it difficult.
Not an attack, just my thoughts. Kia
@Kia272 I have 3 large properties downtown Chicago. I am a prime target for potential house parties and I crush them hard. To my surprise, I found only one three star or lower review from those types of guests. I guess I either got them removed at the time or none of them reviewed. Perhaps I did not review some of them myself so not to prompt a response. Either way, with my volume there was only one review to be potentially removed. What I am saying is that I do not think the volume should be that huge,
As for it being retroactive, Airbnb offered it, why not take advantage?
@Inna22 Honestly, I had no idea that it was retroactive. I didn't see that mentioned in the release. As to 'why not take advantage?'..... exactly!
And just like that....POOF! The 1* retaliatory review by the Evil Alyssa (worst guest EVER) has been removed by AirBnB! Over two years I lived with that review and although I had learned to brush it off as the cost of doing business, I'm actually elated that this worked.
@Inna22 Oh gosh, where to begin? Wanted a refund for the first night of a two night stay, because her boyfriend "had to work." They lived 1.5 hours away, but apparently co-dependency leaves you unable to navigate in a car by yourself. She had a cousin coming too, but having the boyfriend drive down the next day wasn't an option.
It went downhill from there. They smoked in the cabin, used firewood they didn't pay for, and decided they could stay until 5:00 because of the first night they "missed." Check-out is at 11:00. I threatened to call the police because they wouldn't leave. They finally left with their middle fingers in the air, and they wrote "Trump 2020" in my guest book. She left 1* across the board. I left a measured and professional review of her, making it absolutely clear how horrible she was. She left a response that only exaggerated how bat-sh*t crazy she was (it got removed), but I have had to live with that 1* review for years. That was my only revenge review, and I'm so glad it's gone. Bumped me up from a 4.96 to 4.99. I'm super stoked. It's more about justice than about my numbers, because revenge reviews are just not fair!!! Phew!
Thanks for inspiring me to get that gone!
@Kia272 too late now, but you should have charged her for the extra night. There is some blurb in the rules that you can do that. Airbnb backed me up on that one the one time I decided to go after the guest.
And yes, that is a classic example of a review that should be removed!
I wanted to update everyone that the review just got removed. By the way, is there still a way to contribute to a thread without replying to anyone specific?
@Inna22 what magic words did you use to get it removed? I'm trying to get a review removed and they won't. I am persisting, because the guest was not pleasant.
and btw, I have my own definition of "retaliatory" which is: I didn't read the listing properly and I'm upset with myself and I should be embarrassed to complain about things that were never promised, but instead i'll take it out on the host and leave a low review.
@Gillian166 I agree with your definition of retaliatory review 100% but unfortunately that’s not the vision of Airbnb and in all fairness to them would be really hard to prove. In my case it was clearly documented that guests stayed well past checkout and never denied it. I had to force them out and they had to pay the late check out fee. Their review centered around that.
@Inna22 I know I have zero chance of having my definition agreed with, but I'm sticking to it. gotta be optimistic about some things in life. 😅 your case should be so easy to have it removed, but in my case, why do i have to tolerate a 3* review when they mention things that are false. I'd rather she'd just said my decor was ugly or something subjective....
I had a guest who couldn’t settle for the fact that I only have parking space for one car. Messaged me daily pre-rival and during arrival. She actually didn’t make her second payment on time so reservation got canceled and she went ahead and rebooked it, even though she was so upset about this. in her review, she put down that I am very difficult to communicate with because neither me nor my husband speak understandable English. She has never even met my husband, nor was he ever mention. For all she knows, I don’t even have a husband. Needless to say my , English is just fine. Not without an occasional hiccup, but it’s not like most Americans are book editors, either. It would’ve been so much easier if she just put down the parking is for one and she doesn’t think it’s right. Then I almost feel it’s a helpful review even if the starsy are low. So much better than potential guest’s thinking that I would be hard to communicate with.
Considering my experience with Airbnb, I am under no illusions about whether new policies can or will be implemented in a practical way. Or that CS will even be aware of it.
I'm sticking with my strategy of using (and demanding) the two things Airbnb excels at; bookings and payment. Everything else is undependable and shouldn't be expected. In practical reality, avoidance of undesirable guest experiences is the sole responsibility of the host. Set your expectations appropriately.
Hi @Gillian166 ,
It appeared that way because I clicked reply on Sudsrung's message. If I had clicked on yours, it would have been under you. I assume, sequence is displayed on the basis of ''on whose message you reply'', irrespective of time. I hope , I caught the query correctly😆.
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Yes, there has to be a better way, and many suggestions have been made over the years, but ignored thus far by Airbnb.
What is the point in making it a 'possibility' to have a retaliatory review removed if the only option is to have to request it from a Customer Support department that is clearly BROKEN and seems, right now, mostly to not even know some change has apparently taken place? Where does that get us?
I was invited to a Zoom, along with a lot of other hosts from around the world, to 'feedback' on the changes to the host cancellation policies. Well, it was not really a feedback session as the decisions had already been made and were announced the next day. But, one question that came up over and over again during that Zoom, and which the Airbnb representatives seemed very reluctant to respond to, was, how can we rely on CS, in its current state, to make these decisions fairly and logically?
Well, we can't really. Nor can we rely on a poorly trained CS rep with no authority to judge when a review is retaliatory and should be removed. All we will get is the same old script read back to us, as has been evidenced by the hosts who have already posted here on the CC saying they have tried and failed...
Add to that "Lost in Translation"
My recent dealings with CS OK im not knocking them.
Their English was poor I can speak English I had to hand it over to my husband, they guy said to my husband Can you speak English, Yep I am English but your English is not good,
Good luck @Bhumika it seems like they have opened a can f worms,