I need help addressing a guest review issue. Thank you for taking the time to read this. Please advise if I am taking the right steps, or if there is something else I should know about this bad guest experience. I have to submit a review by tomorrow:
Our first guest on July 4th weekend was a nightmare, and a fast-track learning experience for us. She booked our four bedroom house for two guests (red flag, now we know); then asked if she could have a “tiny family gathering with her parents, grandparents, and 2 sisters” on July 4th. Not realizing this was a lie, we thought it would be ok (won’t do that again). Her guests lit fireworks in our backyard and in the street. When our neighbors asked them to stop because of fire hazards in Northern California, her guest threatened them and threw fireworks in their backyard.
After all this drama, we researched the guest online and discovered she was a porn actress, and was written about in LA Times for a murder (Lesson: we research all our guests ahead of time now). If anyone wants her name to keep her on your “BLACK LIST” (is there such a thing here? If not, we should create one!), let me know and I’ll give it to you.
After my neighbors contacted me with issues the next day, I immediately contacted Airbnb and asked the guest to leave one night early. Airbnb investigated the issue and thanked us:
“Again, thank you for the time you took to report this incident. We’ve taken appropriate action based on your report, and it wouldn’t have happened without you.”
HOWEVER - the guest was able to leave me a review, which I know can’t be a good one. I have put off reviewing her until the deadline tomorrow, and in the meantime, asked Airbnb to remove her review given the circumstances. Their response was: “In regard to the review left by the guest that you wanted to dispute, I have forwarded your case to our dedicated team for further assistance. They will be in touch with you shortly.” I have yet to hear from them after multiple emails to them.
I plan to post a negative review on her as follows: "Cannot recommend. This guest brought in unregistered guests on July 4th. They lit illegal fireworks in my backyard, and on the street, and when my neighbors asked them to stop, they threatened them and threw fire crackers into their backyard. I had to file a police report and ask her to leave one day early. Her unregistered guests also stayed overnight in all 4 bedrooms, when only 2 people were paid for. I found cigarette burns on my outdoor furniture, and the entire house smelled of marijuana. I would not rent to her again.”
Any suggestions and input is greatly welcomed.