Reported guest for misconduct - left poor review then initiated chargeback

Just looking for any advice on dealing with this situation.


A family from China stayed at my holiday house for 5 nights. They left the property in an awful condition which required significant additional cleaning costs. I reported the guest for misconduct and kept their $200 security deposit. In turn, the guest left me a 1 start review and initiated a chargeback with their bank stating that they did not stay at the property. I've asked Booking.com to remove the review without luck. I can't convince a bank in China that the family did indeed stay at my property. Just looking to see if anyone has suffered a similar fate and if there's anything else I can do.

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Isle of Wight … 3 years ago

Revenge from the guest for keeping the deposit ..... well known behaviour .... happens a lot on AirBnB .....

A damage deposit is a good thing .... it encourages guests to look after the property as they want their money back .... but claiming on it is another thing .... as soon as you claim, you risk the retaliation ....

We expect some damage over the year, so we factor that into our pricing .... we also expect some guests to leave a mess, so we factor that in to our cleaning times and costs .... and over the year, it all balances out ....

And guests are mostly good, mostly leave properties in good, clean condition with no damage, and most reviews are good.

It's worth reconsidering how you think about money and things .....

As for the chargeback, that's a risk you run when taking credit card payments .... and that risk is why we don't take card payments .... we use Payments by Booking.com so that guests pay the OTA at the time of booking, just the same as on AirBnB, TripAdvisor, HomeAway etc .... and if a guest does try a chargeback, it's the OTA that will fight it .... and they're always more likely to win than we are ....

Newcastle Acco… 3 years ago

Hi Lachlan,

Booking.com have absolutely no credibility in relation to these type of things.  We had a guest for three stays at once.  The property was left in a very ordinary state each time.  Her attempt to book a fourth time was rejected by me so she then went and posted horrible reviews for the previous three stays.  I submitted a request o have the reviews removed, but this was rejected.  I pointed out that they could not be geneiune reviews, as the guest continued to stay at our property and tried to book a fourth time, but booking.com didn't care.  My only option was to respond to each of the reviews with the facts, made damn sure she wasn't going to share those reviews on social media.

Regards for Oz


Dungowan Water… 3 years ago

Chargebacks or 'friendly fraud' as they say are becoming more common. i started a thread last week regarding chargebacks but seems like booking.com didnt post it. 

problems is with taking bookings with either a card manually entered, or even a card without id can be very risky. VISA and Mastercard have their own accommodation rules regarding disputes and they say is a customer disputes an accommodation charges, no matter what the reason, they will always win..

Cash is king in these circumstances, unless the customer uses a pin for their payment.

the chargeback form on booking.com is useless, and visa or mastercard will always win a chargeback if number have been manually entered.

As for the review, if the majority of your existing reviews are great, other prospective guests looking will discount the bad review 100% of the time, so wouldnt worry about it.



The Fun Group 2 years ago

I am going through this now. I have the genuine ID copy of the client, they did so much damage we kept their security deposit. Now 6 weeks later my channel manager, Eviivo, they are telling me it was fraudulent use of a Credit Card. It has taken someone 6 weeks to find their card has been misused?...I don't think so. I charged through the system, so this card will have has details entered by the booker through Booking.com and the onto Eviivo. But I have to be penalized it seems.  I have tried every which way, sent signed documents, copies of everything but they have all washed their hands of the matter and tell me the bank always wins. Well they will do if nobody fights for our corner.  I manage 8 properties and seriously think it isn't worth the hassle. 

Dungowan Water… 2 years ago

Its very rare for this to happen but it does happen and the card holder always wins. ( Well 99 % of the time )

As we key in numbers when a booking is made from booking.com we.run the risk of chargebacks

Virtual cards with booking.com may be a better safer option but you would then still need to deduct a bond or take a copy of their credit cards when they check in for any damages etc.

Booking.com don't listen and are just happy to take our 12% commission without helping out.


The Fun Group 2 years ago

I am considering taking only bookings with a VCC or pre paid by CC. I am changing policy to not accept bookings within 5 days of arrival, hopefully giving time to authorise said cards. It really makes me wonder what is the best course of action to take.