UPDATE (7/17/2021): I waited until there were only 17 seconds left to review Karen, then smashed that submit button! She didn’t leave a review, or at least did not review in time. Thanks to all the Airhosts on this forum for their helpful responses and strategic thinking. You guys really had my back!
Here’s my review of Karen (declined to host again & one star rating across the board):
“Would never host Karen again. She demanded money for claiming to see a common tropical flying insect on the ceiling.”
Short, sweet and to the point! Thanks everyone!
UPDATE (sort of): Help, it’s almost the review deadline! She has not responded again and has not left a review. Tomorrow afternoon is the deadline for a review and I’m panicking! I want to warn other hosts and be concise and matter-of-fact, but how to phrase is a block! Help! Maybe like the following:
“Karen was offered a very generous renumeration for the small inconvenience of seeing a harmless insect (native to this tropical island location) on the morning of checkout. Her response forced me to rescind my offer and message was immediately forwarded with my response that I will not pay a guest $200 in exchange for a positive review.”
Not a very good review to possibly write, is it? Help!
(ORIGINAL POST): A guest I will call ‘Karen’ stayed in one of the listings I co-host as the Primary Host. She stayed for two days, checking out today. I wake up to discover she messaged me at 12:30 am with pictures of a bug on the ceiling and complaining about smartlock not working and regular key also not working correctly. (When she checked in two days earlier I left a regular key because a guest said lock was jamming and wrote to please let me know if she has any problems with the code. She never responded to let me know she was apparently having problems both days.)
We had heavy rain most of the day yesterday and this is a hot and humid location on an island and the bug was likely trying to escape wet weather. Of course that is an unpleasant sight at any time for a guest to see whatever the ‘reason’ and as a host i try to avoid such a situation.
So here’s our Airbnb message thread (Edited)
Karen 12:34 AM (Day of Check-out)
[with two pics of a bug attached]
Hello, yes the lock has been an issue. It takes 5+ min to open or close the door sometimes. The key doesn’t work for us either. Also, as we were about to sleep we saw a giant roach in the apartment crawling on the walls. Not sure where it came from but you may need to spray!
Karen 10:03 AM (Day of Check-out)
I hate to say it but that really did end up changing our plans for today, we really wanted to get up early and go to the beach and have a relaxing morning. Unfortunately neither of us could fall asleep after seeing that last night right above our bed and we didn’t fall asleep until 3-4am so we had to sleep in to get some rest
Richard 11:13 AM
Hi Karen, I saw your pictures and read your messages this morning. Yikes! That’s awful! The listing owner [X] is sending you a $100 payment for your inconveniences. We wish that we could have acted sooner, had we been made aware, but regardless it’s an unfortunate last impression for guests! Sorry. We certainly don’t want the end of your stay to be spoiled in that manner…
Thanks for staying with us and we hope you come again when the weather is cooperating!
Best,
Richard
Karen 11:33 AM
I appreciate that, we definitely plan on writing a review and up until last night it would have been a decent one. If this was a hotel they would compensate at least 1 nights worth and then some. We would appreciate that and leave a nice review!
Karen 11:45 AM
$200 would be less than half of our stay
Karen 2:41 PM
When should i expect to see that money in my account?
Karen 9:08 PM
At least do the $135 for one night i mean I’m sure you would be saying the same thing if you saw a giant roach above your bed when you’re falling asleep!
Karen 8:27 PM (Day after Check-out)
I’d love to give you a review but I’m waiting for a response from my messages regarding a refund
Thoughts…
I feel like she is attempting to extort double the amount we offered in return for her writing a good review. I started a Support Chat to begin the process of documenting my issue to Airbnb. I turned in the initial Support Chat message before my next guest actually, physically checked in, but after the 3:00 PM Check-In Time of the next reservation. I don’t know if that is a problem or not.
I would appreciate any feedback. I’m sure my post pissed off one of you guys so… just be gentle it’s my first time.
Richard
EDIT: Airbnb response #1 from Airbnb Support 4:43 PM
Hi Richard,
Thanks for reaching out to us regarding this issue. I’m forwarding your inquiry to a member of our team who can better assist you. They’ll be getting in touch with you soon.
In the meantime, please feel free to respond to this message with any further questions or concerns.
EDIT: Airbnb response #2 from Airbnb Support 6:27 PM
Hi Richard,
This is Shan from Airbnb’s Support Team.
Thank you for reporting your concern. We can only take action on a review if the review is posted on Airbnb’s platform.
You can contact us again after the review is posted and we will take action as per our policy. For more details, please reach out to out Help Center article at:
Thank you.
EDIT: Airbnb response #3 from Airbnb Support 8:44 PM
Hi Richard Morell,
We totally understand that this is quite frustrating for you but you have to understand that Airbnb will be happy to assist you in further accordingly to protocol as well.
We acknowledged that the guest is violating the Airbnb’s Policy but we are able to take action if the review been updated on the platform only with further investigation.
We definitely will help you in further once the review has been update and it need further investigation before we remove it from the platform.
I hoped you understand, you can contact us again after the review is posted and we will take action as per our policy.
For more details, please reach out to out Help Center article at:
Thoughts:
I don’t think the response means anything other than verbs improve with conjugation.