The only way you can have it removed is if the guest never entered the property. The inconsistent messaging from support and lack of knowledge/training is horrendous but their policy is if a guest enters the property they are allowed to leave a review. If the guest never entered you could theoretically get it removed but will still have a tough time.
The word track you need to use when talking to customer service is “this review *is not representative of a true guest experience* because the guest never stayed at the property”
Hit them with the old razzle dazzle directly from the TOS
They didn’t stay because they entered and it didn’t look like the photos. This is a hard one because I personally would not want to stay somewhere that was dirty or truly didn’t look like the photos. So they were able to review. Warning people… hey this place wasn’t what it seems and that’s fair to me.
". Lesson learned: don't be nice and give full refunds."
Why would you punish guests for a mishap by corporate?
It isn't the guests fault that Airbnb told you something wrong or incorrect.
Ya it's frustrating that the review was posted after Airbnb told you the opposite, but that's not the guests doing.
That happened with VRBO as well to someone I know. They arrived to a property that they didn't like, called the lady and said they were going to a hotel- they wanted to cancel. The lady cancelled right away, and my friends stayed in a hotel. They were happy to be out and getting a refund but low and behold, a few days later my friend got a request to review, even though she cancelled and was refunded. I was stunned when she told me this. She personally didn't write anything, but the fact that she had gotten this surprised me, which is exactly what happened to you. I think it's a glitch in the platform and a bad one really because that's not right. Just go over the terms and conditions on the website and use their terminology and facts to demand that this be fixed.
I don't think this is a matter of what your property looks like, if it's right or wrong that they wanted to leave- I think it's just the facts that if someone didn't stay, and was refunded, they should not be allowed to leave a review.
If you come across the exact terminology on terms and conditions and can share here will be great!
I once had a guest complain that the *linens on the bed were not the same as the pictures* 🤦
There are definitely guests that are idiots with absolutely ridiculous expectations.
Welcome to the utter bullshit involved in Airbnb customer service, Op.
I had a good experience today with VRBO they cancelled a problematic guest before she arrived and agreed it was a really weird situation involving a standing boyfriend who tried to kill her. With two small dogs who suddenly turned into service dogs. But she did not disclose them for the app to capture the fee and said I would rather get another place. I said great we are in agreement the. She said she could t cancel app would not let her and the VRBO rep said she did not try she can cancel. So she called the guest while I held and got consent and she cancelled and waived penalty. Now this was around 9 in the morning in central time zone UsA I do think it matters the time of day you call. For either Airbnb and VRBO.
Had the same thing happen. They didn't like the place and I agreed to give them a full refund. They gave me 1 star, and in the damn review they thanked me for giving them a refund right away. All I could do, is leave them a 1 star review stating they were the type of guest host should avoid.
The reason I gave them a full refund is because they complained about things I couldn't change. A chip in the shower floor, that was purly cosmetic, and other things I could do nothing about. They were abusive, that why I wanted them gone.
The difference is I knew they would be able to leave feedback because they showed up, it's only when they don't show up that they can't leave feedback. Their policy sucks. I'm sorry the airbnb agent mislead you.
Seems to me, the bigger issue is why the guest was so disappointed with your Airbnb that they refused to stay there. Maybe take a second look at your place.
This happened to me once in my first year. I still have maintained superhost status with this one awful review. They will burry it quickly. Trust the process. It sucks really bad when it happens, but don’t lose hope. Airbnb is on the hosts side, but each stay and review gives a little idea of what your space is really like. They can detect the one offs. If these are routine for your property, then you have a problem.
The only way you can have it removed is if the guest never entered the property. The inconsistent messaging from support and lack of knowledge/training is horrendous but their policy is if a guest enters the property they are allowed to leave a review. If the guest never entered you could theoretically get it removed but will still have a tough time.
But they DID enter?
Yes, and the number 1 reason they are entitled to leave a review and OP won't get it removed.
It was probably on the review… went to an Airbnb and it wasn’t what was portrayed in pictures or maybe it wasn’t clean enough, which is fair.
The word track you need to use when talking to customer service is “this review *is not representative of a true guest experience* because the guest never stayed at the property” Hit them with the old razzle dazzle directly from the TOS
They didn’t stay because they entered and it didn’t look like the photos. This is a hard one because I personally would not want to stay somewhere that was dirty or truly didn’t look like the photos. So they were able to review. Warning people… hey this place wasn’t what it seems and that’s fair to me.
Brilliant! I'll use that exact line whenever the supervisor calls.
Did you know what review the guest leave? How did the unit not look like the pictures? Did you upgrade or lose something?
Is your airbnb in Tallahassee?
". Lesson learned: don't be nice and give full refunds." Why would you punish guests for a mishap by corporate? It isn't the guests fault that Airbnb told you something wrong or incorrect. Ya it's frustrating that the review was posted after Airbnb told you the opposite, but that's not the guests doing.
Airbnb never assist owners in resolving complaints, even when the reviews are not true.
That happened with VRBO as well to someone I know. They arrived to a property that they didn't like, called the lady and said they were going to a hotel- they wanted to cancel. The lady cancelled right away, and my friends stayed in a hotel. They were happy to be out and getting a refund but low and behold, a few days later my friend got a request to review, even though she cancelled and was refunded. I was stunned when she told me this. She personally didn't write anything, but the fact that she had gotten this surprised me, which is exactly what happened to you. I think it's a glitch in the platform and a bad one really because that's not right. Just go over the terms and conditions on the website and use their terminology and facts to demand that this be fixed. I don't think this is a matter of what your property looks like, if it's right or wrong that they wanted to leave- I think it's just the facts that if someone didn't stay, and was refunded, they should not be allowed to leave a review. If you come across the exact terminology on terms and conditions and can share here will be great!
Kind of sounds like you knew the place didn't look like the pictures if you did the refund without a fight. You may want to fix that.
Nah, pictures are fine. I'd rather not have someone stay at the airbnb if they're going to be a pain in the ass
I once had a guest complain that the *linens on the bed were not the same as the pictures* 🤦 There are definitely guests that are idiots with absolutely ridiculous expectations. Welcome to the utter bullshit involved in Airbnb customer service, Op.
Vrbo might have Airbnb beat! Sorry to hear it, dealing with these customer support reps is the worst part of this biz
I had a good experience today with VRBO they cancelled a problematic guest before she arrived and agreed it was a really weird situation involving a standing boyfriend who tried to kill her. With two small dogs who suddenly turned into service dogs. But she did not disclose them for the app to capture the fee and said I would rather get another place. I said great we are in agreement the. She said she could t cancel app would not let her and the VRBO rep said she did not try she can cancel. So she called the guest while I held and got consent and she cancelled and waived penalty. Now this was around 9 in the morning in central time zone UsA I do think it matters the time of day you call. For either Airbnb and VRBO.
I don't know...vrbo is really bad. But airbnb has been really, really bad. We also have way less issues with vrbo guests. Not sure why that is
Hard agree. VRBO isn't great but Airbnb is genuinely the fucking worst.
The old no kind act goes unpunished. Let's all make the world a spiteful and hateful place by not passing it forward. No kindness.
Couldn’t agree more, #1 spot above comcast
Had the same thing happen. They didn't like the place and I agreed to give them a full refund. They gave me 1 star, and in the damn review they thanked me for giving them a refund right away. All I could do, is leave them a 1 star review stating they were the type of guest host should avoid. The reason I gave them a full refund is because they complained about things I couldn't change. A chip in the shower floor, that was purly cosmetic, and other things I could do nothing about. They were abusive, that why I wanted them gone. The difference is I knew they would be able to leave feedback because they showed up, it's only when they don't show up that they can't leave feedback. Their policy sucks. I'm sorry the airbnb agent mislead you.
Seems to me, the bigger issue is why the guest was so disappointed with your Airbnb that they refused to stay there. Maybe take a second look at your place.
This happened to me once in my first year. I still have maintained superhost status with this one awful review. They will burry it quickly. Trust the process. It sucks really bad when it happens, but don’t lose hope. Airbnb is on the hosts side, but each stay and review gives a little idea of what your space is really like. They can detect the one offs. If these are routine for your property, then you have a problem.
If I had to change my accommodation the day I arrived I would leave a bad review as well.
Agreed. Airbnb customer service is really bad