Previous guest left a bad review

[James4962]

Hi Air BNB Community, 

I have had a bad experience with a guest. On the day of check-in the guest had realised that my listing was a shared space with myself, they wanted to cancel the booking and get a refund however my listing has a moderate cancellation policy and no such refund was entitled. The agrivated the guest who continually sent multiple agressive messages to me including "You fu*king cheeky ***** I’m cumin to your place today. see how big you are then you c*nt!"  

This guest never did check-in and Air BNB allowed this violent person to retain the check-in detials/instructions (my property address and access details), continue to message me and then allow this person to leave a nasty review. This actually seems like Air BnB is enabling this type of violent behavior and knowingly actually put me at risk.

I have requested/lodged dispute with Air BNB to take the review down but they have declined to do so and responded as such; 

"Hi James,

I completely understand how disappointing it can be to know that we did not remove Lewis’s review, and we understand that this wasn’t the outcome you were hoping for.

After carefully reviewing your request, we found that the review does not violate our Reviews Policy.

We encourage you to take a look at our Reviews Policy for more details, which you can find in our Help Center:

airbnb.com/help/article/2673

Again, we encourage you to respond publicly to Lewis’s comment to provide more information about your experience. Your reply will be visible to other people looking at the listing and can help provide more context.

I understand that this is frustrating, but please note that we’ve now considered your review removal request twice. Hence, we won’t be able to consider the same request a third time.

For more information about the review removal process, please refer to our Help Center:

Also, you have the opportunity to respond publicly to Lewis’s review to provide your point of view. Your reply will be visible to other people looking at the listing and can help provide more context."

Any help would be much appreciated 

[Emiel1]

Did you report the aggressive messages to Airbnb ("report" option) ?

I have read the review and also your review for the guest.

I think the guest will be (also) unhappy with his review and maybe he will (also) try to let it removed.

You can indeed write a professional (!) comment on the review from the guest, which i would also recommend

IMO Airbnb probably does not want to remove the revew because the guest cancelled due to :"circumstances related  to the offering"

"if a guest never arrived for their reservation or chose to cancel due to circumstances unrelated to the offering they booked, their review will be considered irrelevant because it is not based on first-hand experience of the offering."

Quoted from:

Airbnb's Reviews Policy:

https://www.airbnb.com/help/article/2673

@James4962

[Helen3]

Appreciate you're frustrated but Airbnb is likely to remove your response because of the language used by the guest . @James4962 

it's unbelievable that Airbnb won't remove it. I would lobby for the guest to be removed from the platform due to safety issue because of the guests threat. 

[Karen114]

@James4962  You should escalate this and don't stop until you get some satisfaction.  You need to quote their policy back to them.  In this case the guest never checked in. 

Reviews that are irrelevant

• Reviews should be about the offering reviewed. For example, if a review for a home is about a service or experience rather than the home, it is not relevant to future guests deciding whether to book the home.
• Reviews are irrelevant if they do not provide the participants’ first-hand experience about the reservation. 
• If a guest never arrived for their reservation or chose to cancel due to circumstances unrelated to the offering they booked, their review will be considered irrelevant because it is not based on first-hand experience of the offering.