Post by snowflake on Nov 12, 2015 5:35:42 GMT
I had a guest who damaged my shower. I talked to them and they denied it. I filed a resolution centre request and they sent me a nasty message with a threat to leave a bad review unless I withdraw the resolution request. Now Airbnb sent me an email saying they have left a review and I only have 2 more days to review them. I called airbnb to tell them about the threat. Their response was :
"I have looked into your case with ABC. I do see what he brought up during the resolution negotiation is highly inappropriate, we certainly hope this type of discussion will not develop any further and you'll receive an honest review. Guests are indeed not allowed to threaten to use reviews or ratings in an attempt to force a host to retract any claims or ask for refunds.
Since the review is not out yet, what I am gonna do is to educate ABC about our review and extortion policy, prompting him to leave a honest review reflecting their real experience with the community. If in any case, when the review comes out, you determine it's a breach of our review policy, please write to us again and we will take into consideration to remove it or make our next move after reviewing. Otherwise, in the event review has not violated the guidelines, you can always leave a public response to the review to explain the reason, I find situations like this can often provide opportunities for your potential guests to see how you handle unexpected situations.
Please let me know if you have any questions or concerns and I will be most happy to assist you."
My gut tells me once a guests threatens I don't think they would leave a good review even if I satisfied all their needs..I have no idea why airbnb is giving them another chance to rectify their review. I haven't reviewed them yet. Wondering if and what I should write. I doubt they will ever use Airbnb or that account again so my review wouldn't make a difference to them. TIA for your suggestions!
"I have looked into your case with ABC. I do see what he brought up during the resolution negotiation is highly inappropriate, we certainly hope this type of discussion will not develop any further and you'll receive an honest review. Guests are indeed not allowed to threaten to use reviews or ratings in an attempt to force a host to retract any claims or ask for refunds.
Since the review is not out yet, what I am gonna do is to educate ABC about our review and extortion policy, prompting him to leave a honest review reflecting their real experience with the community. If in any case, when the review comes out, you determine it's a breach of our review policy, please write to us again and we will take into consideration to remove it or make our next move after reviewing. Otherwise, in the event review has not violated the guidelines, you can always leave a public response to the review to explain the reason, I find situations like this can often provide opportunities for your potential guests to see how you handle unexpected situations.
Please let me know if you have any questions or concerns and I will be most happy to assist you."
My gut tells me once a guests threatens I don't think they would leave a good review even if I satisfied all their needs..I have no idea why airbnb is giving them another chance to rectify their review. I haven't reviewed them yet. Wondering if and what I should write. I doubt they will ever use Airbnb or that account again so my review wouldn't make a difference to them. TIA for your suggestions!