Community: Message List - Reviews: Why we need a system of accountability

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Tue, 05 Mar 2013 00:19:49 GMT

I have really become a big fan of AirBnB ever since I posted with them. I love their system which is much more superior than HA/VRBO or Flipkey. They are very user friendly with their reservations, but most importantly, very fair with their review system.

Both Hosts and Guests have the opportunity of reviewing each other. This is made possible because both Hosts and Guests are required to have a profile on their site and they actually call you to verify if you really who you are.

Anyway, if you have a bad guest who gives you bad review, you can do the same to the guest, basically warning homeowners not to rent to that guest.

And when it comes to disputes, they are very fair and professional. In fact I had my first one this past week. Reservation was made by a third party because the guests claimed that he couldn't access AirBnB site. Since it was for working assignment, both the the reservationist and myself didn't think much of it. We both figured, those guys are coming out for work, as business people. Turned out, they were my first bad guests. Smoked cigarettes in the unit everyday, complained about other guests, and later on got totally drunk at 3am and started disturbing other guests in the building. They didnt' leave past 4pm while my checkout time is 11.00am. Luckily I dind't have guests arriving that day. Anyway, I reported them to AirBnB, who assigned a person (with a name and all) to contact me a few hours later, asking for whathever evidence I had. The person then contacted the reservationist and got back to me and resolved the problem on the same day. The next day they released the damage deposit to me.

So all in all, I really think as a company, AirBnB thinks this things thru and improve their system and support really well and works well for both the hosts and the guests.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Mon, 04 Mar 2013 22:27:59 GMT

Yes, I hear what you are saying. I may not agree with it, but I hear you. I would love to live in another country, where people can discuss openly many subjects that cannot not be discussed in this country :-) Problem is - what country would that be ???

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Mon, 04 Mar 2013 21:41:22 GMT

Sage, I see where you are coming from. However, if I have a guest who violates the terms of our rental agreement that they have signed then I have no problem sharing (giving a heads up) to a few other VR owners in my VR's area that are friends of mine.

I do this privately via phone conversations. But then I'm lucky to know these owners personally. We've saved ourselves some headaches this way.

debj

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Mon, 04 Mar 2013 21:12:59 GMT

Bobbie - I would be with your competitor regarding the privacy issues. I have a privacy policy and give prospective guests the link to it at the time I request their names and contact information. If we are to ask travelers to disclose personal data, I think we owe it to them to keep that data private, even if the traveler proves to be a problem. My policy says the following regading disclosing information:

We may share your personal information with other companies or individuals in the following limited circumstances:

You give your consent.
We have a good faith belief that access, use, preservation or disclosure of such information is reasonably necessary to (a) satisfy any applicable law, regulation, legal process or enforceable governmental request, (b) detect, prevent, or otherwise address fraud, security or technical issues, or (c) protect against harm to the rights, property or safety of any person. In the event we feel compelled under this provision to disclose your personal information we will notify you as soon as lawfully and practically possible; if possible, we will notify you prior to the disclosure of the information so that you might take steps to protect your interests if you so desire.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Mon, 04 Mar 2013 19:13:19 GMT

You know...I tried to get our fiercest competitor to agree to share names of bad renters, after I saw a horrible review on his listing. BUT, he said NO to that. He said the reason was based on privacy concerns - say what? I was giving him an opportunity to learn from me who our bad renters were and wanted to know his bad renters in return. Okay I guess I could have used that info against him and that is too bad that he thought that. In any case, he now has several bad reviews on TA that are frankly doing him in - very few bookings.

It is sad that owners cannot come together in a cooperative effort to stop bad renters from being able to book anywhere they please after they have ruined someone's business. But unfortunately with the way our legal system works, it just ain't going to happen.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Sun, 10 Feb 2013 19:44:40 GMT

A new listing for the same owner at the same address inherits the reviews of the old listing. But it can be simple to change ownership of the rental. For example, Owner Bob creates an LLC, say, O.B. LLC, of which Owner Bob is the sole member. Owner Bob leases the property to O.B. LLC. O.B. LLC then operates the property as a VR. As a VR operated by a different legal entity the previous reviews should not follow.

But if there truly is one harmful review, so long as there is anything false in the review I suspect a court order for removal of the review could be obtained at not too great a cost. If a lawsuit was filed that requests an order to remove the review, I expect that in most cases one would obtain a default judgement, especially if no monetary damages were sought. If there is a legitimate claim for damages from the renter one might negotiate a resolution of a lawsuit that includes the renter voluntarily withdrawing the review.

Too often I think owners just give up and cry about bad reviews when an attorney may be able to resolve the problem. Often I think a simple letter from an attorney to the renter saying 'withdraw the review voluntarily or owner will sue you' would get the desired result.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Sun, 10 Feb 2013 18:57:51 GMT

From what I understand if you take down your site and wait awhile and set up a new account, you will not eliminate the bad reviews. They follow the address of the owner or location of the rental - one of the two and I don't know which one. Anybody know if this is true???

If I ever get a bad review, I will also likely try the same, even though I would lose my seniority. In the meantime, I do charge a security deposit, but never keep a single penny even if someone trashes the place. They just get put on my do-not-rent-to-again list.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Sun, 10 Feb 2013 11:39:42 GMT

Unfortunately I do not think this will ever change and while it has been pushed for in the past deaf ears was the result.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Sun, 10 Feb 2013 04:46:56 GMT

I think we need to be able to put their full name and address in our response to the review. That way other local owners have a chance to be made aware of these people and we can chose not to rent to them. They get to blast our businesses with impunity and that is not fair. We need a renter review forum where we can post good and bad renters for referral purposes.

Re: Reviews: Why we need a system of accountability

community-no-reply@homeaway.com — Sun, 10 Feb 2013 04:41:13 GMT

I agree with you completly! I have one bad review from a guy that thrashed my house and had more people stay at the house than our contract allowed. I was very upset but I still refunded his total security deposit, so as not to get a bad review, haha on me! I have 17 good reviews and that one ridiculous review still bugs me. In fact I am thinking about taking down my listing and starting fresh, I believe that is the only way to get rid of the bad review.