Worried about bad review
Hi, first post!
My husband and I have been hosting for about 6 months and have 21 five-star reviews. I’m worried our current guest may leave a retaliatory review after a check-in issue.
She had trouble accessing the property via the smart lock. We responded within seconds, got on the phone to troubleshoot, and immediately sent someone from our team to help. It turned out to be user error as our lock was working perfectly fine. The situation was resolved within about 30 minutes, and we gave her a partial refund for the inconvenience.
During the issue, she was understandably frustrated, but became extremely angry, yelling at my husband, and started pointing out other complaints, including that the outdoor trash bin wasn’t empty (trash day is tomorrow) and that the grill was stored in our garage closet (the door sticks and needs a hard pull).
Is there anything I should do with Airbnb Support now to document the situation in case she leaves a retaliatory review? I’ve seen hosts mention contacting Support proactively, but I also don’t want to escalate things while she’s still staying with us.
We’ve worked really hard to maintain our five-star rating, so I’m nervous one difficult check-in experience could hurt it. Would you contact Support now or just document everything and wait?