Relative newbie, guest took our clean unit and decided to wash it all with Murphy’s oil soap which I’m allergic to, and it stinks. They gave us an awful review after yelling at me about not having premium cable (we have basic). We couldn’t figure out the smell and why I kept sneezing until I found a half empty bottle of cleaner! 1/2 a bottle!!! They used it on the vinyl. I am trying to get the bad review removed because they also lied and said they found gnats. It was coffee grounds they dumped in the silverware drawer. I assume they are trying to scam a refund. This couple also rearranged the entire living room. And bathroom. Do I file a claim? Any luck with the awful Airbnb cs team removing these reviews?
I had literally hand scrubbed the kitchen floor before they came. This is so weird.
I’m sorry this happened to you.
Do you have any pictures that show that? That would be ideal. Regardless, you could ask that the review be removed because their review is retaliatory for the complaint you were sure to lodge for their having rearranged your furniture, which hopefully is a house rule. [Without a rule and documentation, this might be a weak argument.]
On the furniture re-arrangement this sometimes happens. Without giving any excuse for the guest, who at the very least should have returned the furniture to their original position (we do put that in our pre-checkout letter though it is not in my house rules) is it possible that the flow of the furniture could be improved?
No excuse for such rudeness.
You might want to make sure that your listing indicates that you have basic cable, no premium channels. [Some guests will have a FireStick or other device to put into an HDMI slot, so that they can access the subscriptions they already have. If you have an HDMI port available, you might mention that in your listing.]
That’s weird. I’ve never heard of that before, so while guests do move furniture (despite what you say) and some have entitled expectations of what ‘should be’ available to watch, few clean the units with their own soap. So this is unlikely to happen again.
In my view it’s not worth the negative energy and your time.
I would explore if there’s a way to remove the review, and I’d go through my house rules/communications and procedures (the time-stamped video), listing language on the TV and taking a fresh look at my furniture arrangement, and just chalk this up to experience, and move on.
If you copied and pasted the guest’s review here maybe we’d find an avenue to request its removal – for example, if it disclosed something private or made allegations that are irrelevant or beyond your control. Airbnb will usually not try to resolve a ‘he said/she said’ factual dispute [I’ll probably have to soon stop using that phrase], but if you have evidence and the guest doesn’t then it’s not a matter of who is saying what.
In the future you might want to consider taking a time-stamped video (free app for phone) of your place just before check-in time. @Lynick4442 does quite a detailed job. See here.
Welcome to the hospitality business!
P.S. Rearranged the bathroom? I’d like to hear more about that.
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Guests do sound like a pair of nuts job. As per the review, take pictures of the coffee grounds in the drawers and get an exterminator to check for any types of bugs and give you a written statement that none were found. Send the supportive evidence to Aibnb through the message center along with a request to remove the review.
The other option would be to simply respond to the negative review in a factual manner and keep it short.