Recently, a guest nearly burned down my house.
She tells me one of her invitees left something burning. I discovered that it was more severe then I thought. There was literally a fire at the airbnb. The walls, ceiling, kitchen cabinets, even dishes inside of the cupboards were covered in heavy smoke soot. I had extensive smoke damage!!!
I politely contacted the guest about it and let her know that I was going to file an insurance claim. Hours later the guest submits a review that was exceedingly damaging to me.
Her point was
1- I checked her in late
2- she didn't realize it was a 1 bath house. And calls it to ATTENTION
3- I did not communicate with her for 1 week leading to check-in
She gave me 1 star review!!! I have been a superhost for 2 years without gaps at all. I go above and beyond for my guests though that does not mean I am perfect but I try to make ALL my guests happy.
The lowest review ever was 3 star.
airbnb is telling me that her listing meets their review requirement and they will not delete it. I told them their policy should include retaliation which is clear.
This guest noted 1 star for accuracy after stating that she did not pay attention to the fact it was a 3 bedroom 1 bathroom house. My listing clearly stated its 3/1. If you overlook that, how is that consistent with my listing being inaccurate? She gave me 1 star for right about everything she could.
The day she needed to checkin, I lost my phone and needed to get a new one. I was 1.5 hours late sending her the code. I felt awful. I offered $30 compensation to which she agreed. Then I thought further how awful it must be to wait so long, I went back and gave her $50 instead!!! I am a host that cares!!! She did not mention this. But never mind, right?
Then communication. I communicated with the guest in airbnb inbox multiple times after booking and leading to the checkin via both airbnb and direct text messages. So we can lie and that is accurate right?
Checkout - checkout is at 11 am, right? The guest contacts me to let her mother back in the house because they forget their funeral flowers. It is past 2pm. I hesitate because its not policy to let people back in several hours after checkout but AGAIN I wanted to be kind so I say ok. The mother shows up at 5pm!!! My cleaning staff had saved the flowers and handed them to the mother. That deserves 1 star review right? And that is okay with airbnb to victimize a great superhost, right?
I document everything and advise airbnb of all of this and they still said her review does not violate the review policy. But MY LIFELIHOOD is being attacked because I file insurance claim.
The review policy should include retaliation.
THE INSIDIOUS THING ABOUT RETALIATION IS THAT IT CAN MAKE EVERYTHING LOOK PLAUSIBLE AND LOGICAL YET MAKE VICTIMS OF ALL OF US.
I demand that review be removed and the review policy include retaliatory behavior.
I am just LIVID!!!!