Single letter left as review and adversely affecting my rating

[Rachael317]

Hi all, I have just had several interactions with the Superhost support team that has left me very disgruntled and seriously considering whether we remain with Airbnb. We had a guest who stole from us, broke into our locked supply cupboard, damaged walls and an original painting, smoked in our home and left the place in a filthy state. She left a single "N" as her review but it has decimated our star rating. I have tried to reason with the Airbnb moderators that her comment is irrelevant and cannot be used as an accurate guide for future guests and was left purely as a means of revenge to bring our rating down.l because we have called her on all the damage left in her wake. Airbnb insist her "comment" will stay and not be removed. Any advice appreciated. We are currently waiting on the result of our claim for loss, damages and a huge extra cleaning bill including their discarded camping gear and car chemicals left at our property that we had to dispose of. 

[Mike-And-Jane0]

@Rachael317 sadly there is nothing that you can do. Airbnb does not arbitrate on the accuracy of reviews.

[Rachael317]

@Mike-And-Jane0 So I have discovered....even after pointing out to them that the review contravenes their own rules and guidelines! Very frustrating for hosts who do nothing wrong and provide beautiful accommodation.

[Mark116]

@Rachael317  Have you cut and pasted the guidelines on relevance of a review and sent to CS along with telling them that a single letter cannot be any relevant information to anyone in the Airbnb community?

[Rachael317]

@Mark116 I sure did, and they still maintain her review can remain. The guest absolutely trashed our house and we had so much stuff "go missing" and they broke into our locked supply cupboard and helped themselves to what they wanted. We even found some of our towels in the bins absolutely filthy after they'd used them to perform car repairs. There was a stench through the house and cigarette ash. We have photographic evidence of everything and now the review yet Airbnb have ruled it to stay on our profile. Go figure. 

[Jenny]

Hi @Rachael317 

Sorry to hear about your negative guest experience.

While the review policy does mean that Airbnb don't moderate disputes, given that the review is a single letter "N", I have asked if someone can take another look.  I can't promise anything, as I can only pass the information along, but someone should be able to take a look and maybe give some rationale about why it's been left.

Jenny