How to handle bad/untrue review from Airbnb guests

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How to handle bad/untrue review from Airbnb guests

Hong Zhu
Rental Property Investor · Member since 2021 · 12 posts · 4 votes

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!

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Collin HaysBusiness Member
Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
2y

Poor reviews actually help your property, as they add legitimacy to the review system. That said, we don't negotiate with terrorists.

[email protected]806-672-7102
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  • Monique P.
    Member since 2023 · 88 posts · 62 votes
    2y

    Sorry to hear this Hong.
    I recommend getting ahead of this by contacting AirBnB support.


    Share the documentation in the AirBnB message system.

    This sounds like you would be covered under AirBnB’s “Extortion Policy”.


    Best to report this threat right away.

    1Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    2y

    I agree with Monique, contact Airbnb and get their assistance in the matter.  There are some good and some not so good reps.  If you do not get the support you need, try again.  If you are a super host I am sure you have a lot of other positive reviews, so even if it does not get removed, I am sure you will be fine.  Respond politely and professionally to the review, and move on.

    [email protected]813-563-0877
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  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    2y

    I definitely agree that contacting Airbnb should be your first step. Most people do not realize though that a bad review does not hurt a host like you very much. If you have 100 good reviews and then you get a one star from her your ratings won't even drop.

    However, most guests only have a few reviews. When you leave your one-star review for her, it will take her ratings down significantly. You might want to make her aware of this..

    2Reply
  • Collin HaysBusiness Member
    Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
    2y

    Poor reviews actually help your property, as they add legitimacy to the review system. That said, we don't negotiate with terrorists.

    [email protected]806-672-7102
    SMOKY MOUNTAIN FALLS INC.51 Review
    WebsiteView Page
    2Reply
  • JD MartinBusiness Member
    Moderator
    Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
    2y
    Quote from @Bruce Woodruff:

    I definitely agree that contacting Airbnb should be your first step. Most people do not realize though that a bad review does not hurt a host like you very much. If you have 100 good reviews and then you get a one star from her your ratings won't even drop.

    However, most guests only have a few reviews. When you leave your one-star review for her, it will take her ratings down significantly. You might want to make her aware of this..


     Is sending out some goombas to break knee caps an option? 🤣


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    Skyline Properties
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  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    2y
    Quote from @JD Martin:
    Quote from @Bruce Woodruff:

    I definitely agree that contacting Airbnb should be your first step. Most people do not realize though that a bad review does not hurt a host like you very much. If you have 100 good reviews and then you get a one star from her your ratings won't even drop.

    However, most guests only have a few reviews. When you leave your one-star review for her, it will take her ratings down significantly. You might want to make her aware of this..


     Is sending out some goombas to break knee caps an option? 🤣



     Always the #1 choice.....

    1Reply
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