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+--- Thread: How to deal with bogus complaints? (/showthread.php?tid=27)
How to deal with bogus complaints? - pete1976 - 01-15-2024
We have 100+ reviews and a 4.94 rating. We have just had a second case of a guest who complained about cleanliness, refused offers to come and fix and then demanded a refund. In both cases, we just went with an offer to refund the cleaning fee. I am wondering if others have experienced this. It seems an easy "hack" for any guest who uses Airbnb a lot to simply make a complaint and get a magic refund on your stay. FWIW, after the first incident, I asked Airbnb and they told me they do track how often guests make complaints and ask for refunds. No idea what sort of action is taken on their behalf and there are probably family/friends of those people who can make another account anyways.
RE: How to deal with bogus complaints? - Rappy34 - 01-16-2024
If they refused the offer to fix the issue and are scamming, why did you give them a refund? I don’t understand rewarding bogus refund seekers - it will just encourage them to do it again next time against other hosts.
RE: How to deal with bogus complaints? - davecndn - 01-17-2024
Whats your price range? Not being the lowest priced option will weed out guests like this.
RE: How to deal with bogus complaints? - DLegend - 01-17-2024
I would say if you have 100+ reviews, a 4.94 and have only dealt with this issue twice than you are faring pretty well. Not sure if you have instant book on, but that could help you weed out these guests if you are willing to take a hit on your occupancy rate. I set my cleaning fee pretty low anyways (I "eat" half the real cost) and my nightly rate high, so if I do run into these "issues" I won't take much of a hit in refunding them if I really have to. Bottom line is, try to weed out these type of guests before they book and show up.
RE: How to deal with bogus complaints? - Annabell1990 - 01-17-2024
I take time-stamped photos after each cleaning and a video walkthrough and in the one past instance a guest made a complaint I asked them to provide a picture exactly where the issue was so I could refer back to my own records and help them fix the issue. Never heard from them again (and didn't leave me any reviews)
RE: How to deal with bogus complaints? - 1SmartBlond - 01-18-2024
You will never weed out 100% of these types of people. It's part of the business unfortunately. Just make sure you have every turnover documented if you ever deal with this again and ask for proof if they make a complaint.