Post by High Priestess on May 28, 2016 23:07:03 GMT
Niamh shared Nov 2014 Dublin AirHosts
www.airbnb.com/groups/content/content-92356
Please help! Nightmare guests, nightmare review, any solution?
Hello everyone,
I started airbnb this July and until ten days ago everything was going great. I had lots of nice guests, great reviews and even recently was given superhost status. Then this couple arrived that I had to evict.
The man was shouting at the woman on the first night. For a long time. With real rage and hate. I knocked on their door and reminded them of the house rule about noise at 10.30 and asked that they be quiet from now on. I had only climbed into bed when I heard him shout at her again and this time I thought I heard him hit her. I emailed airbnb for advice then called the gardai. She insisted that he hadn't hit her and I said that I wanted them to leave the next day because of all the shouting. The man never apologized. In fact all he said was that couples argued and this was normal. They both went bananas when I told them they had to go. I bent over backwards to find alternative accommodation for them but they still left this damning essay of a review where I basically ruined their lives and I'm a mad woman etc.
So this is what I'm worried about and need advice on. Will this huge awful review ruin my airbnb business? (I have about thirty glowing reviews behind it) Does anyone have experience of this? Is there anything that I can do about this?
Apart from the first night when I got an email response from airbnb I have heard nothing from them, in spite of sending abut four emails over the last ten days about this pair. They did other things the next day that I won't go into.
Should I or could I unlist my room and then try to list it again as another listing?
Should I worry about this or are people forgiving of one bad review among thirty great ones?
Do airbnb leave up awful reviews no matter what?
Any advice would be appreciated.
Thanks,
Niamh
10 comments
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Aisling & Liam
Aisling & Liam2 years ago
You poor thing what a nitemare. I had a look at the couples previous review and it seems Francessco is not as nice as Esmerelda. The fact that the Gardai had to be called should make it a serious case for Airbnb to come up to the plate. Have you other bookings coming up. The review they gave you is already surpassed by another. If like me when people check out a listing that would have a review like that I check the corresponding review. Give the customer service a ring and tell them how upset you are its easier in person than by email. As you said you have 30 other glowing reviews. Aisling
Reply Like
Niamh
Niamh2 years ago
Thank you so much Aisling and Liam!
Will you please give me the right number to call?
When I click on contact airbnb what came up was a note about my email and telling me it would be dealt with and to be patient. No phone number.
I tried then logging out and looking up the help section and it said I couldn't access it without logging in.
Thanks so much for your fast response.
Niamh
Reply Like
Aisling & Liam
Aisling & Liam2 years ago
I emailed you the number Niamh as it will be blocked here. Let me know if you get it
Reply Like
Niamh
Niamh2 years ago
I did get the number! Thank you so much! I will let you know what they say!
Niamh
Reply Like
Niamh
Niamh2 years ago
Aislinn and Liam thank you so much! That was exactly the right thing to do! I got through to customer service and they were wonderful! At first she said that she would go through the review and look for inaccuracies, then when I told her more of the story and that I'd given them their money back and they'd only stayed one night she said that she would hide the review immediately. Seemingly if a reservation is cancelled that reviews are not supposed to be posted anyway. She also said that they would reimburse the money to me and that the team would send me an email soon.
What was a great relief was that she believed me. Having lots of good reviews do count for something and the customer (guest) is not always assumed right which is what I feared. I expected that they would go and talk with the garda before deciding who was telling the truth and that this review would be there for another couple of weeks or perhaps forever if they didn't look into it.
I am so relieved. Thank you so much for sending me that number and putting my mind at rest.
(Just as a general comment it's thirteen days since I sent that first email and the team looking into it are taking their sweet time. I was thinking that they might not get back to me at all.)
I will sleep easy tonight. You've been a great help,
Niamh
Reply Like 1 reply•2 likes
Annie
Annie2 years ago
Delighted that you got sorted, Niamh
Aisling & Liam
Aisling & Liam2 years ago
Wuhoo result well done. I think its best in a situation like yours to always ring rather than email. Thankfully you got the right result. No one should ever under any circumstances feel threatened or uncomfortable in their own home. Best of luck Niamh and sweet dreams tonight :-)
Reply Like
Aisling & Liam
Aisling & Liam2 years ago
No sign of review :-)
Reply Like
Susan
Susan2 years ago
Great advice, Aisling and delighted that everything worked out for you in the end, Niamh. Any host who finds themselves in such a terrible situation should definitely get straight on the phone to Airbnb - even if it's out of hours, you'll still be transferred to another office elsewhere that's within opening hours. It's the ONLY way to go in an emergency situation such as yours, where you require urgent help and assistance. As you've unfortunately experienced, you might as well be whistling Dixie as sending them an email.
And as Aisling rightly points out, no host should EVER feel frightened or under threat in their own homes, and anyone who finds themselves in this horrendous scenario should also immediately call the Gardai. If this man does indeed have violent tendencies - which sounds very much the case - then not only was his girlfriend's safety compromised, but your safety too - and that's utterly unacceptable. Under no circumstances, should any host feel under obligation to tolerate this behaviour from their guests.
Just out of curiosity, what was the response of the Gardai to your call? Were they supportive? And what advice did you receive from Airbnb when they emailed you back on that first night?
Hope you can put this awful experience behind you now Niamh and get back to enjoying your hosting. Best of luck! ;-)
Reply Like 1 like
Annie
Annie2 years ago
Wow Niamh. That's hellish. You poor thing. I'd keep emailing airbnb and phoning them if I were you. You were in danger there yourself. V serious
Reply Like
Niamh
Niamha year ago
Hi. The Gardai were great. They sent someone within twenty minutes who was really calm and supportive. He kept repeating that they had broken the contract with his shouting and that I had the right to make them leave. He was really good.
One thing that I think is crazy still is that the emergency number vanishes if you send airbnb an email. I didn't want to call in case they overheard me and I didn't want a fight before the Gardai arrived. This is a weird thing for them to do. An emergency contact number should always be visible.
Thank you everyone for your help and support!
Niamh
www.airbnb.com/groups/content/content-92356
Please help! Nightmare guests, nightmare review, any solution?
Hello everyone,
I started airbnb this July and until ten days ago everything was going great. I had lots of nice guests, great reviews and even recently was given superhost status. Then this couple arrived that I had to evict.
The man was shouting at the woman on the first night. For a long time. With real rage and hate. I knocked on their door and reminded them of the house rule about noise at 10.30 and asked that they be quiet from now on. I had only climbed into bed when I heard him shout at her again and this time I thought I heard him hit her. I emailed airbnb for advice then called the gardai. She insisted that he hadn't hit her and I said that I wanted them to leave the next day because of all the shouting. The man never apologized. In fact all he said was that couples argued and this was normal. They both went bananas when I told them they had to go. I bent over backwards to find alternative accommodation for them but they still left this damning essay of a review where I basically ruined their lives and I'm a mad woman etc.
So this is what I'm worried about and need advice on. Will this huge awful review ruin my airbnb business? (I have about thirty glowing reviews behind it) Does anyone have experience of this? Is there anything that I can do about this?
Apart from the first night when I got an email response from airbnb I have heard nothing from them, in spite of sending abut four emails over the last ten days about this pair. They did other things the next day that I won't go into.
Should I or could I unlist my room and then try to list it again as another listing?
Should I worry about this or are people forgiving of one bad review among thirty great ones?
Do airbnb leave up awful reviews no matter what?
Any advice would be appreciated.
Thanks,
Niamh
10 comments
Follow
Like
Aisling & Liam
Aisling & Liam2 years ago
You poor thing what a nitemare. I had a look at the couples previous review and it seems Francessco is not as nice as Esmerelda. The fact that the Gardai had to be called should make it a serious case for Airbnb to come up to the plate. Have you other bookings coming up. The review they gave you is already surpassed by another. If like me when people check out a listing that would have a review like that I check the corresponding review. Give the customer service a ring and tell them how upset you are its easier in person than by email. As you said you have 30 other glowing reviews. Aisling
Reply Like
Niamh
Niamh2 years ago
Thank you so much Aisling and Liam!
Will you please give me the right number to call?
When I click on contact airbnb what came up was a note about my email and telling me it would be dealt with and to be patient. No phone number.
I tried then logging out and looking up the help section and it said I couldn't access it without logging in.
Thanks so much for your fast response.
Niamh
Reply Like
Aisling & Liam
Aisling & Liam2 years ago
I emailed you the number Niamh as it will be blocked here. Let me know if you get it
Reply Like
Niamh
Niamh2 years ago
I did get the number! Thank you so much! I will let you know what they say!
Niamh
Reply Like
Niamh
Niamh2 years ago
Aislinn and Liam thank you so much! That was exactly the right thing to do! I got through to customer service and they were wonderful! At first she said that she would go through the review and look for inaccuracies, then when I told her more of the story and that I'd given them their money back and they'd only stayed one night she said that she would hide the review immediately. Seemingly if a reservation is cancelled that reviews are not supposed to be posted anyway. She also said that they would reimburse the money to me and that the team would send me an email soon.
What was a great relief was that she believed me. Having lots of good reviews do count for something and the customer (guest) is not always assumed right which is what I feared. I expected that they would go and talk with the garda before deciding who was telling the truth and that this review would be there for another couple of weeks or perhaps forever if they didn't look into it.
I am so relieved. Thank you so much for sending me that number and putting my mind at rest.
(Just as a general comment it's thirteen days since I sent that first email and the team looking into it are taking their sweet time. I was thinking that they might not get back to me at all.)
I will sleep easy tonight. You've been a great help,
Niamh
Reply Like 1 reply•2 likes
Annie
Annie2 years ago
Delighted that you got sorted, Niamh
Aisling & Liam
Aisling & Liam2 years ago
Wuhoo result well done. I think its best in a situation like yours to always ring rather than email. Thankfully you got the right result. No one should ever under any circumstances feel threatened or uncomfortable in their own home. Best of luck Niamh and sweet dreams tonight :-)
Reply Like
Aisling & Liam
Aisling & Liam2 years ago
No sign of review :-)
Reply Like
Susan
Susan2 years ago
Great advice, Aisling and delighted that everything worked out for you in the end, Niamh. Any host who finds themselves in such a terrible situation should definitely get straight on the phone to Airbnb - even if it's out of hours, you'll still be transferred to another office elsewhere that's within opening hours. It's the ONLY way to go in an emergency situation such as yours, where you require urgent help and assistance. As you've unfortunately experienced, you might as well be whistling Dixie as sending them an email.
And as Aisling rightly points out, no host should EVER feel frightened or under threat in their own homes, and anyone who finds themselves in this horrendous scenario should also immediately call the Gardai. If this man does indeed have violent tendencies - which sounds very much the case - then not only was his girlfriend's safety compromised, but your safety too - and that's utterly unacceptable. Under no circumstances, should any host feel under obligation to tolerate this behaviour from their guests.
Just out of curiosity, what was the response of the Gardai to your call? Were they supportive? And what advice did you receive from Airbnb when they emailed you back on that first night?
Hope you can put this awful experience behind you now Niamh and get back to enjoying your hosting. Best of luck! ;-)
Reply Like 1 like
Annie
Annie2 years ago
Wow Niamh. That's hellish. You poor thing. I'd keep emailing airbnb and phoning them if I were you. You were in danger there yourself. V serious
Reply Like
Niamh
Niamha year ago
Hi. The Gardai were great. They sent someone within twenty minutes who was really calm and supportive. He kept repeating that they had broken the contract with his shouting and that I had the right to make them leave. He was really good.
One thing that I think is crazy still is that the emergency number vanishes if you send airbnb an email. I didn't want to call in case they overheard me and I didn't want a fight before the Gardai arrived. This is a weird thing for them to do. An emergency contact number should always be visible.
Thank you everyone for your help and support!
Niamh