Airbnb Deletes Negative Reviews, Favors Hosts

This is an echo of the same stories other guests had. I just want a way to let Airbnb know as they don’t seem to hear. I had a great experiences with Airbnb hosts for a few years. I always left the place very tidy and clean. I respect these are the hosts’ homes and livelihoods perhaps. I think there are some really picky people out there who pay for three-star services and expecting five-star treatment. I believe in honesty. However, I suppose any comment would possibly be taken personally by a host as it is their own home or livelihood and Airbnb is a way to help pay for their mortgage. Usually I try to be gentle.

I had a two-week road trip in the UK recently from tip to tip. We had great experiences, and honestly we just wanted to have a clean place with our own bathroom and toilet, in a quiet location… a place that appears the same as we see in the pictures. We also needed a place to boil some drinking water. We didn’t expect to have breakfast or meals there.

The place we stayed at Cornwall was not the cheapest nor the most expensive: a double bed with no views for £60 a night with no breakfast. It was advertised as two minutes from a cliff with a great view. The reviews there since May 2016 (about one year’s worth) have been 100% positive and still are since our visit. There was a friendly host, great place, etc.

However, on the night we arrived, we found out that it was a shared bathroom/toilet situation and we didn’t know that this was something Airbnb hosts don’t have to disclose. Most hosts would based on our favourable experiences. The host mentioned part of their home was closed at night for their family’s own use, i.e. their best selling point – the balcony – overlooking the sea cliff was only available in the morning. We were fine with that. We are pretty much out most of the day anyway.

Here is what we disclosed from our experience on our review:

1. There was no toilet paper in the shared toilet on the night we arrived. It was all used up. We didn’t want to bother the hosts, so we waited until the morning to tell them.
2. No wifi password was provided on arrival and we forgot to ask when we first met. We texted them to leave us the password in our bedroom during dinner. They did but it was on a card with writing so blurry you could hardly read it. We took a picture with our iPhone, blew it up, and could finally make out what it was.
3. The second day we were there, the other guests left the bin in the shared toilet full. It is the only bin which we have access to at night. They must have left it there the whole day since check out is in the morning and we found the rubbish at night after we returned around midnight. We messaged the host in their own home on the second floor to ask where we should put the rubbish. Our intention was not to mess up anyone’s home. We would like to respect their privacy but not go into their closed kitchen and lounge area. We didn’t leave all these gory details; we just suggested they could provide a bin in each room so that guests could leave rubbish. The small bin in the toilet may not have been enough.
4. We didn’t feel that the nicest part of the house was available to us as they left the door closed in the morning and didn’t quite tell us on our arrival that it would be okay to walk right in anytime before certain hours. This is the point to which they objected and thus Airbnb removed my review
5. The area that we got to see the most often was the room which faced a wall of the garage. The bathroom could be heard clearly from our room. There was no mention of any of this in the listing of course; we commented on this.
6. The bathroom was shared and not mentioned on the listing.

Airbnb removed our review based on this last point as well. What we only mentioned privately was we were badly bitten by some sort of insects which we are pretty sure happened at their property; the redness and itchiness appeared at least 30 minutes after we had left. The host vehemently denied it of course. Now I know better after reading this website. Airbnb is much more concerned about insect attacks than any of the neglectfulness we experienced. What I feel is most unjust and sour about this Airbnb experience is the host said we should be in a hotel and not use airbnb at all.

Airbnb said I cannot mention the shared bathroom was not disclosed, since they want to hide that fact, obviously. The host said that my comment about the accessibility of the nice balcony was incorrect. It is a bit of he said-she said I suppose. However, if Airbnb had looked into my history, they would have seen I was never vindictive towards any host. The whole review was taken out and Airbnb tried to call me once to explain or discuss the situation. I feel that they really should have done better to help expose the truth here for their user experience which was what made them stand out in the first place.

On the other hand, I had then stayed with another host two days later where they had a lodger just below us banging the ceiling and shouting at us when we were just taking showers. We still rated them five stars because they were friendly and helpful; they didn’t know their lodger was doing this. We told them the next day. The place was otherwise fantastic. The price was reasonable. We didn’t leave any bad remarks. In addition, Airbnb protecting these Cornwall hosts bad mouthing us by leaving us a bad review ‘saying that we should have stayed at a hotel’ when they are just providing service worse than that of a hostel at a price I think 40% above a hostel rate is leaving me a sour taste. It is bad business for the hosts who are doing the right things as well.

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Posted in Airbnb Guest Stories and tagged , , , , , , .

2 Comments

  1. no the cornwall host continues to have 100% great reviews. as for the other host, i have a strong feeling that they are going to remedy the situation. they are really nice. they drove us to the stations from their home which was above and beyond

  2. While it’s a complete shame that you had to deal with such a situation, and I 300% disagree that Airbnb removed the review about the shared bathroom (why is this hidden??), I also don’t agree giving a 5 star review to another host who’s home was also not peaceful because of a lodger below. It’s not their fault, per se, but it also doesn’t make the stay a 5 star review, and when people rely on what reviews ARE left on the site by guests, it’s important to be HONEST.

    Maybe if others had left more honest reviews about your Cornwall listing, you’d have not been subjected to what you were. So in the future, please be honest in your reviews to help other guests, too.

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