Review dispute

[Welcome-To-OC0]

Hi guys, so I have very good listings and so-so listings, I am managing for different people. Some people are willing to invest and they get a great reviews, others refuse, I am planning to dispute this review, would appreciate if you could help to find violations. Guest stayed for a night then we switched them to other property (covering cleaning fee) then after stay they requested a full refund (while already getting one free night out of two) airbnb eventually refunded them that night too 🙂 And then she left this review... I went to check there were some minor issues but most of her review was about the other unit not the unit she booked. 

Here is the review:

This place was horrible. Hair (from all areas of the body…), mold on the walls, terrifying stains on the mattress, exposed wires from light switches, plus lots of spiders/bugs (living and dead). The host did switch us to a new unit, which was helpful. However, the next unit was more gross than the first. The pictures are not accurate and the bedroom pictures appeared to be AI. Host was responsive which was helpful, but the fixes were often worse than the original problem. Units need a lot of maintenance and cleaning!

[Mike-And-Jane0]

@Welcome-To-OC0 so it looks like the guest had an issue with the listing they booked so you moved them to a worse place. As such the review is entirely justified and it would be a travesty if Airbnb removed it.

[Welcome-To-OC0]

Just to clarify — the guest stayed one night, we immediately moved them to another unit at our expense, and they were ultimately given a full refund for the entire stay, including the second night they didn’t pay for.

After that, they left a review describing severe issues like mold, pests, and safety hazards. However, both a professional property inspection and pest inspection were conducted and found none of these issues.

Because the guest received a full refund and still posted extreme claims that were not supported by inspections — and much of the review refers to a different unit than the one originally booked — we believe the review is retaliatory rather than an accurate account of the stay.

[Helen3]

It may well be retaliatory but I can't see grounds for removal @Welcome-To-OC0 

Why couldn't they use the property they book. 

Personally as a cohost I wouldn't work with owners that won't maintain their properties .

you are very lucky with a 4.21 average rating that Airbnb hasn't suspended you or removed you from the platform. 

[Welcome-To-OC0]

Thank you for your perspective. Our concern is not about receiving feedback, but about situations where the review system may be misused to obtain refunds after a stay. In this case, the guest confirmed during the stay that everything was satisfactory and did not request a refund at that time, yet later requested and received a full refund and posted serious claims that were not supported by professional inspections. For that reason, we believe the review does not accurately reflect the stay. Also, I would appreciate keeping the discussion focused on the specific case rather than personal comments about our listing or rating.