Thank you @Catherine-Powell for the opportunity to be involved.
I am a superhost and moderator on the Sunshine Coast Host Group, Queensland Australia facebook page.
As you can imagine we cover many topics and issues. Of late has been the increasing concern regarding retaliatory reviews. As a moderator it isn't my role to involve myself with members' distressing accounts of 'unruly' guests, however, as a fellow host, I feel obliged at some level to at least provide comfort and guidance.
The increasing frustration is palpable and while we all acknowledge there are two sides to every story, the overriding concensus is that certain people (those who are not welcome on the platform) take advantage of the system rendering Airbnb vulnerable to accommodation scams, slander and defamation.
The stress and fatigue among hosts is something to seriously consider. I have spoken at length to Matt Jordan and Merrydith Callegari and their involvement has been greatly appreciated. However, the reasons or justification given by Airbnb for not removing a retaliatory review needs a complete overhall.
I bring to your attention the case of Tara Walker, who operates a farm stay with her husband. Her situation has become untenable. The support team agreed that it could be proven the guest was making false statements and still nothing has been done to rectify the situation. The notion of a host being able to leave a comment after the review is visible is small consolation, particularly when one low rating dramatically affects the overall superhost status.
From my understanding the Host Advisory Board is suggesting an education process for both host and guest. I sincerely hope this is a matter being addressed at length, where a guest is reminded making false allegations or fabrications is not permitted and that the review is in keeping with the experience and observance of house rules.
If you would like to contact me personally I am more than happy to relay Tara's details so that she may reply.
regards
Jessica Haring