Laura, if you lead the team at Airbnb that’s dedicated to helping hosts then I must inform you that you have let me down greatly.
I have been a superhost for two years running and until a few weeks ago I have not a single bad review until I hosted Walter. Walter was a nice enough fellow but he had a real issue paying a fair fee for cleaning. The result of this, was that he left me a poor review that was unfair and inaccurate.
Of the airbnb staff I have spoken to in regard to this:
One has told me, she would like to remove the review but wouldn't as she would risk losing her job.
One has agreed with me that the guests statement was incorrect, but still she wouldnt remove it.
And one has told me not to take the content policy literally!!
I have 75 reviews in total over the whole time I have been listing with Airbnb.
60 - 5 star review
13 - 4 star reviews
1 - 3 star review.
Most anyone would tell you that this single one star review in all 75 reviews is an outlier and should be ignored, but not Airbnb. When people see my listing, THIS 3 star review is that one that Airbnb used to promote my apartment!!! This review which is the least accurate, the least indicative of the service I provide! but when you search my reviews by 'Most relevant', this is the one Airbnb shows.
This is the 'Leaset Relevant' but this is the one you use. You do me a huge disservice by doing this.
To make matters worse, This last superhost review, I recieved an email stating that I have lost my superhost status! (Thanks Walter, and thanks Airbnb!)
When I view my progress, my overall rating is 4.8. This is what it shows on my main page and for my having achieved Family an Business Collection. How can it show that my rating is 4.8 everywhere except where it concerns my superhost status, where it shows 4.7.
I asked your staff but they were confused by this and couldn't give me an answer!! Perhaps you can?
Airbnb's review system is broken! Guests can leave false and negative reviews and you do nothing about it. You try to promote superhost status but do nothing for those that strive to provide that level of service only to be pulled down by false reviews.
I have disabled instant booking for my listing now and I will do my own checking of potential guests. I will not only be checking reviews written by hosts, but checking the reviews that the guests have written as well. I will not approve bookings of those who are contantly negative.
I have to do this to protect myself because Airbnb will not.