Unfair bad review

[Chenelle3]

Hi there I had a couple who actually gave me very unfair reviews , that’s were 99% factless . 

I responded via a public response . But have noticed they’ve brought my rating from a 4.8 star host to a 4 star host . This has got me very upset as it’s based on untruths . Help ?

[Zheng49]

I would definitely install a lock on the bedroom door. I have received a 1 star review for that reason as well when I first started (which is actually still there lol), even though I never listed a room lock as an amenity at the time. 

[Joan2709]

@Chenelle3 

You did a good job responding publicly to this guest's review...it was factual and non-emotional. I probably would have made it a bit shorter though. I agree with @Zheng49, just get a lock for the door and avoid future issues.

Review Removal For Violation of Airbnb Policies

Very difficult to get a review removed unless it specifically violates Airbnb's review policies. They also don't seem to want to arbitrate if the guest is not truthful. That said, I believe you have a case for getting the review removed, as she specifically mentions your disability...this is not allowed and is considered discrimination by Airbnb. I would contact Airbnb about that.

Airbnb Review Content Policy

https://www.airbnb.com/help/article/546

https://www.airbnb.com/help/article/2867

“…We prohibit users, including co-hosts and co-travellers, from discriminating against others on the basis of the following protected characteristics:

• Race
• Religion
• Gender
• Age
• Disability

 The following content is not allowed on Airbnb:

• Content that is discriminatory (review our Nondiscrimination Policy for more information)

[Marie8425]

@Chenelle3 

Negative reviews are not easy I know I like everyone have had my share.

I am also a wheelchair person so maybe a different perspective,

Your bedroom pictures show beautiful big windows both with curtains, if one window had a curtain removed that put you in a bad position.  From a Guests point of view, that is an opening that could be viewable in a bedroom space that expectation is privacy.   Yes, it is on the second floor and your neighborhood is not full of peeping toms with binoculars.  The Guest is spending 3 days someplace unfamiliar to her, in that situation would you feel comfortable or checking window often.

As to your bathroom set up.  In your listing you say chair is available.  The pictures show the tub with and without the chair.  No mention that removing the chair is Guests responsibility.  Just as yes it is irresponsible for her to assume your wheelchair usage is related to your cleanliness is unfair.  Assuming she can safely remove a bath chair because she is not in a wheelchair is unfair,  She could have arm or back disabilities you don't know.

Again looking at your tub picture with the chair, it is a larger shower chair.  Shower chairs are not inexpensive and that is nerve wracking to some people, what if it breaks.

I am sorry but your picture shows a glass wall and the chair positioned right along the glass, I don't see an easy way to get in front of the chair and shower.

I do agree though you should request Airbnb remove the review.  Just on the fact that she associated uncleanliness because your wheelchair bound.  That is a derogatory remark, your wheelchair has nothing to do with cleanliness or lack of cleanliness.  Stick to that one remark.  Airbnb can not determine if she is lying or are you lying.  Her statement about your wheelchair causing you to be dirty is judgmental that disabled people can not take care of themselves.  That is a discriminatory remark.