I have another case of airbnb removing emails from my inbox. The only reason I have copies is because I have copies in my sent folder from forwarding to my husband. They were removed just now, after I photographed one pertaining to the situation below.
A few weeks ago I had a couple of awful guests who smashed around my home infinitely louder than any of the parties of 7 and 6 guests I have had since, and ruined a favorite leather chair to boot. The guy was so awful, I knew filing for a resolution could only mean one thing, a huge retaliation in the reviews. My husband, who had purchased the beautiful chair in New Orleans and treasured it, asked me to ask just a fraction of what it was worth, so I did, even knowing it was putting my hand in a bees nest. Boy oh boy was it ever. Airbnb ruled in my favor, and checked the review yet to go to live and said it broke the violations (obviously discussing the case - as I later saw it as a fluke and wow! It was full of as many lies as they made up in the resolution!). They said I was a lunatic that accused them of jumping off the desk repeatedly onto the chair. Almost comedic.
Well, I got Augusts’ ratings about my hosterly duties, and expecting them to be 100% 5 stars, because every guest was a five star review across every mark, but instead found it was 86 percent, the lowest I had ever received. I realized that despite removing the review from view, the left the ratings up which must have been a 1 (we were busy in the studio and only hosted 8 couples).
I called airbnb to see if this was correct, and this was what I got as a message in return:
Airbnb Customer Experience
O, Sep 5, 12:36:
My name is O, I am working for Airbnb. Thank you for your call today.
Thank you for taking the time to share your experience regarding this review with our team. We understand that this review may have come as a surprise, and we sincerely empathize with your concerns.
Airbnb values free speech and we do not remove, censor, or edit reviews. We only consider exceptions in the event of extraordinary cases, where the content doesn’t reflect our Review Guidelines: www.airbnb.com/help/policies/content#review_guidelines
We’ve carefully gone over this review. Though the part about the issue is discouraging, it doesn’t violate the guidelines, so the review will stand as is. Rest assured that the Airbnb community takes all comments into consideration. We feel confident that the other reviews will provide a clearer picture than this one alone. And we can not change stars in review, the system does not allow us.
A professional way to respond publicly, if you haven’t already done so, is to post a polite, final word in response to this review. Here’s how: www.airbnb.com/help/question/367
Moving forward, we’re sure you’ll receive glowing reviews reflective of your contributions to our community.
The main issue is, due to a glitch when I wrote my review, I did see the customers review, and it was almost 100 percent violating airbnb’s policies as it spoke almost entirely about the resolution case I had opened (it was an open case, which eventually was ruled in my favor). I was also told by the other woman that ruled it violated the policies and removed it, that reviews are meant to be about quality of the stay, your room, host, comfort, not things such as cases etc. She also got her seniors to oversee and advise.
Here’s what she had said:
M, Aug 23, 15:25:
I’m so sorry to hear about your sofa! I know that these incidents are rare, but that’s very unfortunate.
You always have the option of our Host Guarantee, if you’d like to request compensation that way.
I do have some good news, though – after looking over the review that Jung wrote, we have determined that it would be in violation of Airbnb’s content policies. As such, it will not be made public.
Let me know what else I can do to help.
After I forwarded the discrepancy and told O that it had already been decided that the review violated policy, and I was simply asking about the ratings, the messages in my inbox from M on the 23 of Aug all disappeared. In fact, my inbox of the email I use for airbnb has nothing on this date suddenly.
Two worries here, how can two agents read the policies so differently, and secondly this is about the third or fourth time I have had airbnb remove emails from my inbox when I have questioned things.
I am willing to try to prove this sort of thing is going on to anyone who wants to use my case to look into it. Obviously you’ll need to prove you have no ulterior motives, and are good with computers (so you can see I didn’t put anything in the trash myself). I never trash any emails from airbnb for what it’s worth. Actually I never trash emails full stop. Probably should now and then.
Please share if anyone else has ever noticed this phenomenon. It usually occurs if you pull them up on something that has gone wrong. They remove all traces of it.