Don't expect any support from AirBnb for damages nor reviews:

[Anna9908]

I had a recent issue with a guest. He stayed and caused $145.00 worth of damage to an interior door. When I confronted the guest about it requesting he pay for the damage. He denied he damaged the property and joked that he saw it when he arrived.  I know they damaged the door because I was there and my cleaner was onsite examining the property before he arrived.  Immediately after I confronted him, he got defensive and left me a review.  That's when I decided to get airbnb involved. To be honest, I think I would have just let it go, if he didn't leave me a review.  My hope was that airbnb would pay me out for the damage. Would they pay out for the damage, NOPE! So then I asked if they would remove the review because it was clearly biased and sent in retaliation. Here is the example, he gave me an overall 3 stars, but rated me a 3, 4, 4, 5, 5, & 5 on sub-categories. AirBNB refused to remove it. I told them it was biased and left in retaliation. Even in the review, the guest states the property was amazing. 

Here is exactly what he said:  “great cabin; 4wd is no joke. but please do a thorough inspection of the place as soon as you get there; door jams, locks, windows, appliance, etc , and report any and all issues IMMEDIATELY as the owner will hold you liable for the damaging if you did not report the damages. the three stars are not because of the cabin; the space is wonderful and the amenities are great. the cabin was spotless when we entered and felt like home. two stars were taken for the fact that we were flat out accused of damages we didn't commit, which have otherwise ruined what was a great trip for my girlfriend and i. also, there are no blinds in any of the house so you do feel a little exposed at night.” 

Shouldn't this be removed?

Airbnb support sent me this message: "Airbnb’s review policy guides hosts and guests to write reviews which are relevant and will help our community make informed booking decisions.

We examined the content of this review, but we did not identify any violations of our policy. For this reason, we are unable to remove the review from the Airbnb website."

[Anna9908]

Thank you so much!! I think your feedback really helped airbnb see it needed to be removed!!

[Anna9908]

UPDATE: HAPPY to report the latest status update! In the message where Airbnb initially refused to remove the listing, I provided them the screenshots of the review where I had concerns. I also wrote "Can I escalate this to a manager?" and the very next message was that they agreed it should be taken down for "relevancy", saying that those comments aren't helping people when choosing a booking! I am also not sure but I think writing on this community board really helped!! I hope if anyone is in this situation try the tips above. Maybe, it can help in the future! Thanks @Emiel1 @Dale711 @Sarah977 @Kelly149 @Mike-And-Jane0  for responding!

[Mary996]

Such great news @Anna9908 . Really pleased for you.........!! Yay. Fantastic.

[Anna9908]

@Mary996 Only wish I could say Airbnb paid for the damages too, but still trying to figure out how to escalate that!

[Mary996]

May I suggest using the chat help line.

There is a proceedure you will be sent requiring photographs of the damage, before and after, and estimates (prior to receipts which take longer to obtain). But start your claim immediately. xx

There is a link to Resolution (you must show evidence of your endeavour to settle matters with the Guest - which you have on record) and thereafter guest refusal you may apply for Airbnb assistance. Its very strict now. I recommend a Statement from your Housekeeper in addition. Go for it!

[Dale711]

@Anna9908 @Mary996 @Emiel1 

Cheers ......  @Anna9908 !  

Unfortunately, not happen on me ! 
Beside I have over than a dozen , surely more to come !