@Siobhan103 These CS reps are third party outsourced contract workers who are paid very little and untrained. They can’t follow/apply policy they have no knowledge of. Try communicating your issue through chat, so you can include a link to the review policy and c&p the relevant section. Keep it simple. “Guest threatened review extortion. Please refer to the message stream, and review policy for confirmation of violation. Review must be removed.”
https://www.airbnb.ca/help/article/2673/airbnbs-review-policy
”You’re not allowed to…..use the threat of a negative review to manipulate a desired outcome….”