Suggestions on How I Should Respond To (Ugh!) Awful Review

44

Hi
Thank you for your response.

Airbnb originally said she would get no refund, and they would delete her review, then they said they can’t remove it because she was there for more than 40 minutes…(go figure).
Now they tell me they can’t move it because they are " bound by our content policy".
Dunno about the refund now.

I haven’t left my review yet…I’m waiting until I calm down …Lol
I plan on leaving a scathing review of course, I just need to be careful.

45

This story is missing something because you cannot see her review until you’ve left one yourself. Perhaps you’d like to fill us in with the missing details?

6 Likes
46

I haven’t seen her review , but one of the Airbnb staff read it out to me.
She said my place was small, dingy and dirty.
My previous guests (previous day) gave me 5 stars, I’ve had 2 guests just after her, both were very happy , promised me good review.

I think, she decided not to stay, and decided to make these untrue comments with a view to getting a refund.

I’m livid.

3 Likes
47

Wow. That gives you a big advantage then since it’s supposed to be a double blind system. Strange that they would do that for you but won’t remove the review.
As to your implied question about the review, leave aside that you are livid. Just be honest and stick to facts.

XXXX arrived for a one night stay. I checked her in personally and gave the house tour. After less than an hour she checked out leaving me without a night’s income. I wouldn’t recommend this guest and won’t be hosting her again.

If you respond to her review just state the same obvious fact: She didn’t stay and her review are at odds with the others during the same time period.

Don’t speculate about her intentions.

2 Likes
48

I’ve read once before of this happening- that the CS rep read the review to the host before it was published.

This is just a case of a clueless CS rep not knowing what they’re doing and not knowing review policy. Unusual that it was to the host’s advantage though.

49

Very sensible advice, leaving the emotion out of it is a good idea. lol

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51

My favorite book of all time. I should take it’s advice as a host and remember the quote “Ehrlichda”. RIP Tom Robbins.

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52

Sorry you got this review. Due to the comical grammar errors it’s hard to take this seriously!!
I would just let it go, don’t reply to this nonsense.