Negative Review from a guest

[Chris1485]

We had a terrible review from a guest, who I believe has her own airbnb too.  It was so unrealistic and so nasty I want to talk to someone at airbnb about it and removing it, it is simply not true.  She was difficult to work with when she was booking our home, I guess I could have expected this, but I am so surprised.  We have excellent reviews and hers is awful.  What can I do?

[Marie8425]

@Chris1485 

You will have trouble with untrue.  Exaggeration obviously I can see your pictures I can see the stairs nope I don't see rock climbing to the entrance.  If she is too handicap to carry her own luggage how does she carry for her guests?  You just got a troll not worth spending time because Airbnb can't remove stupidity and that is all it looks like.  I had one too.  A host.  And yes a troll.

[Frances3408]

@Chris1485. Hi Chris, yes her review is not nice, but is it all factually inaccurate? To request a review removal you will need to address each and every criticism and explain why it breaches Airbnb review policy. There are previous review mentions of road noise and other minor issues and most listings are not perfect. Spend a night in the room she stayed in and see if you come up with any of the same issues and fix.

As an aside I am wondering why she was staying in a room down some stairs when she needed a cane. Was she part of a larger booking and would another room have been more suitable? If she didnt mention access/mobility needs I think she is being unfair as clearly your listing does not claim to be suitable for those with mobility issues.

When responding never admit things like you dont live there and leave it up to third party cleaners, it sounds like you are deflecting (which I'm sure you didnt intend to, you were just shocked). I would simply have responded that you were sorry it didnt meet her expectations and wish her well. Your response is really for the next guests.

She lives next door to her hosting and appears to be more hands on as a result. Sometimes I dont greet my guests in person either (I am around the corner) but I do make sure I communicate well and continue to check in via messages, especially the next morning. 9 times out of 10 your guests will reply everything is fine. If they dont then any issues are on them.

Hopefully you were equally honest with your review of her. You have great reviews so if your request to remove her review isnt successful try to focus on the next great set of guests. All the best 🙂

[Joan2709]

@Chris1485 

Good advice already from @Frances3408 & @Marie8425 

I would add info about potential road noise and stairs in Other Details Section. You can also mention there are stairs and that the listing might not be suitable for those with mobility issues.

I would also add potential for noise to the Guest Safety Section. Several guests complained about road noise:

You also might consider having ear plugs and/or white noise machines in the bedrooms.

You might need to consider a dehumidifer in the basement and/or those hanging dehumidifiers used in RVs to remove some of the dampness and musty smell from the basement.