@BodroomBnB0 You say that your guests are "aware that you place a great importance to Superhosting." Whatever you're doing to convey that to guests, please - don't do that anymore. It doesn't make them more impressed with your hospitality or likelier to give you perfect reviews; it only makes you come across as an amateur who's easily manipulated by status anxiety and subservient to a listing service. Given the volume of properties that you're managing, you're going to need to show a much stronger hand against scammers and bullies in the future, because Airbnb is absolutely infested with them these days.
Two things you should know by heart when responding to demands like this:
1. The Guest Refund Policy . It has provisions for refunding unused nights to guests who can't complete their stay due to a covered issue that they report within 24 hours. There's nothing there for guests who complete the stay and suddenly have complaints afterward. Too little, too late.
2. The Extortion Policy . Guests are not allowed to threaten bad reviews or ratings in exchange for money, and if your correspondence in Airbnb messenger shows that they did this, you can use that as a basis to have the review removed. That's also a good reason to communicate onsite instead of on WhatsApp.
If Airbnb is the tool you're using to run your entire business, it would really be wise to educate yourself as thoroughly as possible on all of its actual terms and conditions; it's your job to be the expert on this, as the owners are paying your commission to not have to deal with the drama. In this case, you are obliged to honor your client's wishes - obviously, they must take priority over that little orange Superhost badge. But anyway, your SH status is cumulative across all 76 of your listings, so one single review is not going to make an impact there.
In short, you're the boss of your business, so Host Up and act like one!
