50 hours waiting on support - nothing but bots and canned responses > accidental review star

[Emily-And-Virginia0]

Where do I escalate?  I am a superhost with 1500 4.9 stars

Guest left stellar written review.   She accidently left one star.   No less than 6 times in airbnb message history guest admits she is mortified and it was an error/ glitch/goof. She wants it changed to 5 stars.  She states it over and over within airbnb message history.    She has tried to get it fixed at airbnb.  I've spent countless hours waiting on the next "specialist" only to receive the same canned response about how reviews can't be changed > the guest has to.  She has tried.  I have tried.

At my whit's end.  where do you go from here?  There's no one on other side.  Customer support has evaporated.  No one reads one single thing.  They paste in same canned response.  Over and over.

[Emilia42]

@Emily-And-Virginia0 

Your guest cannot change her review. She needs to send Airbnb Support a help message and ask them to delete it altogether. It may take a few days but if the guest says remove completely, they will remove. 

[Emily-And-Virginia0]

She did that 50 hours ago -- I sincerely thank you for your response though.  Hoping for a break through.

[Fred13]

What a pity there isn't a smoother methodology to fix what is obviously an error. You obviously run a very good shift, so of course a 1* should be instantly determined as a mistake.  

[Helen427]

@Catherine-Powell

Is this something you would please be able to assist @Emily-And-Virginia0 and others who can and do find themselves caught in this unfortunate situation?

Personally I find that when giving Stars it's easy for them to roll over to something that wasn't intended unless one has a close eye on the internet processes.