Hi Community,
We've been superhosts for 4 years, with only one issue with a guest in that time. Sadly, we're facing another problem where we aren't receiving any support from Airbnb.
Last week, we hosted a guest for 2 nights. Prior to check-in, they asked if we knew anywhere to rent scooters during their stay, and we happily assisted in coordinating scooters with a local company (without any commission or earnings).
Unfortunately, the guest had an issue with one of the scooters, resulting in the rental business needing to replace it. This was done in approximately 8 minutes after reporting the issue. However, the guest became furious, threw a tantrum, and kicked and smashed a wooden bucket at the front door, which is used to wash beach sand off feet before entering the property.
The guest's behavior was totally unhinged and immature. They threatened to give us a bad review unless we arranged a refund from the scooter hire business or paid for their scooter ourselves.
Upon investigation, we found that this guest and their friends do not meet our minimum age requirement of over 25 years (listing > guest requirements > minimum age).
The guest followed through on their threat, leaving a 2-star rating which triggered a warning from Airbnb regarding our listing being at risk.
Shocked and concerned, we escalated the matter with Airbnb. They asked if we had any evidence of the threat, such as the guest putting it in writing. We offered to provide an affidavit signed and verified by the local police, which we were told would assist in resolving the matter and getting the review removed.
Despite spending more than 6 hours over Saturday and Sunday waiting to make the report, making the report, and waiting for a senior police officer to sign and legalize the document, we're upset and frustrated that Airbnb has not removed the review, despite the police report clearly stating that the guest threatened us with a bad review.
Airbnb is refusing to acknowledge that the guest should not have been able to book our property due to being too young. This situation could have been avoided if these types of guests were filtered out correctly.
The review is completely out of line in relation to every other review of our property, and the guest's intentions are obvious. For example, giving 1 star for location when we are pure beachfront in the most popular location in our region, which is a hotspot.
The guest complains and rates our property down on house rules items or details that are clearly listed and explained on our listing and available before booking our property.
Our property is a family holiday home with 3 bedrooms and is not suited to a group of six 19-23 year olds who do not wish to share beds and instead break the house rules by sleeping on couches, which now have to be steam cleaned.
We are going in circles with telephone support, who love to send fluffy sympathizing statements of understanding how we feel but are unwilling to assist in removing this first-time Airbnb guest's intentional blackmailing review, which is supported by an official police report. The review even starts with their complaint and continues to rant about the scooter.
I am so tired of what is a small but growing trend of guests who use the review system for obvious personal gain.
Does anyone have any suggestions or advice on how to get this matter seriously escalated above entry-level support?
I am so disheartened by the lack of support provided that I am considering canceling our account with Airbnb.
Appreciate any help, advice, or recommendations.
Thanks, Desy