How to handle bad/untrue review from Airbnb guests

Question

Hi

Just had a terrible guest without any reviews before. Don’t want to talk about details. I have been a super host for 2 years. Never had guests like this one before. This guest just wants a free stay. She threatened me that if I don’t give her a full refund she will definitely give me a bad review. I am here asking for any suggestions for how to handle it. Thanks!

John Underwood · Answer

I wouldn't let them strong arm me if they don't have legitimate complaints.

We don't know if they are legitimate since you didn't share the complaints.

Then if the complaints are unfounded, I would try and get Airbnb to remove them.

I think you should open a case with Airbnb now to get ahead of this.

Now if the complaints are legitimate then maybe you should give them a refund.

Account Closed · Answer

If the complaints are unfounded: Hopefully the threats/extortion was sent in the Airbnb app. I would call Airbnb asap and let them know. I would also let them know you no longer feel comfortable hosting this guest. Then I (or a representative) would meet the sheriff dept at my property and have them removed. If you do not have them removed and they get a refund from Airbnb, file charges against them for defrauding an innkeeper. If owners start holding scammers responsible then there will be less scammers.

Lauren Kormylo · Answer

Airbnb does not allow extortion. So if you have her threats in writing, you can have the review removed.

Dan Thomas · Answer

@John Underwood

I agree with John. I am about 50-50 w airbnb on removing un true reviews. I have a decent amount of 5 star reviews I use to dispute these.

Is their complaint warranted? No one is perfect, and we certainly have had times where we were not proud of the experience we provided to our guests. We make it right 100% of the time. I got some great advice once..."when there is an issue someone will make a big deal over it. If it is you and you go overboard to acknowledge the short coming and make it right than the guest will most likely forget about it and move on, if you blow it off the guest will make it a big deal and a big headache for you". This advice has saved me 5 star reviews on more than one occasion. Basically own your mistakes or short comings.

I have only ever given 1 full refund and it was really just to get scumbags out of my property early. We will usually comp cleaning fee or give gift cards to local restaurant to comp any legitimate issues. It has never effected us negatively and folks seem to appreciate the sentiment.

Sarah Kensinger · Answer

Like others have mentioned, if you kept communication in the Airbnb app, they can see everything and don't allow blackmail. If you haven't kept communication in the app, it may be harder to get Airbnb to side with you. To be honest if there's not enough complaints to warrant a refund and your listing is a few years old with plenty of 5-star reviews, I wouldn't worry about it at all. If she wants to leave a bad review, unfortunately you can't stop her.

Ray Princiotta · Answer

Airbnb has a very strong position on this type of threatening type of Extortion/blackmail. If you have the message in writing from this guest, immediately contact Airbnb Customer Service. Ray

Mike Grudzien · Answer

Hong,

Airbnb has a process for dealing with retaliatory reviews, especially when they are trying to scam out of paying. Call Customer Service ASAP.Mike

Andrew Freed · Answer

@Hong Zhu - I'm not an airbnb investor, I do buy and hold. Nonetheless the question is, will that bad review hurt your revenue goals more than comping their stay? If the answer is yes, I'd just give them the refund, not think about it any further and move on with your life. I think you can use this as a lesson learned to not accept anyone without reviews in the past. You can fight this, turn it into a big deal, go to Airbnb and complain but at the end of the day, is it worth your time or frustration? I would assume not but to each their own.

Andrew Steffens · Answer

Hi Hong, I think you started the same post twice FYI

How to handle bad/untrue review from Airbnb guests

How to handle bad/untrue review from Airbnb guests

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