@Bhumika
But you haven't answered @Fernando1561's question. He said he called CS about a retaliatory review from a guest who damaged his property (hence the Aircover claim) simply to be told that dishonest reviews cannot be removed. Several other hosts have posted about similar experiences trying to have retaliatory reviews removed since this 'update'.
Clearly, CS hasn't been briefed on this, or has been briefed to pretend they haven't been briefed. They are still referring to the previous review policy as if it hadn't been updated at all.
1. What exactly is the process on getting a retaliatory review removed? There must be a process right, other than just contacting CS and hope that you'll encounter that rare thing, i.e. a rep who has actually been trained on policy.
2. Where can we find more detail on Airbnb's definition of a retaliatory review, because the article you have linked to doesn't really explain this? How does CS determine, for example, whether a guest has committed a serious policy violation or broken house rules?
For example, I have, in the past, had guests who seemed perfectly happy with their stay (and stated as much), but caused damage and became hostile when I brought it up. I did not ask those guests for money and did not open a claim with Airbnb, so does that still count if the Airbnb messaging thread shows what happened, or does there have to be a claim?
If the guests threw a party, does the host have to have reported it to Airbnb at the time, in order for the retaliatory review to be considered for removal? This is a tricky one, because it seems that it is the HOST, not guest, who gets punished (e.g. by suspension and cancellation of bookings) when they report a guest threw a party.
There are so many gaps in the explanation of this policy, as well as potential loopholes for CS to get out of even considering removing the review.