Review was unfair

[Joy299]

Hi I’m a host of 4 years and this is my first time asking something on the community page.l, so forgive me if this has already been asked. I have 5 listings. I own one of them and then I manage for my family homes. We have a family beach house in Nassau Bahamas right on the water that my mother in law owns. All my other listings are in the states. Working Airbnb on an island is challenging but more so on Nassau. But never the less I have gotten mostly 5 stars out of 15 reviews. People stay for 2 weeks so I have less reviews on this one. I had a review that was so wonderful that I knew my cleaning crew was doing awesome. They video me after they clean since I’m in the states. This one guest did not read the listing and went off on me when she arrived bc it was on the east side of island  and the door was hard to open (she didn’t read my instructions ) and she complained of the beach in front is rocky. All things I say in my listing and have pictures of. Then we had carpet we have wanted to renovate but had to wait 6 months for the right flooring remember it’s an island no Walmart or Home Depot. It’s whatever comes on the boat. That we felt was awful and said so in the listing and that it was going as soon as we could. Every guest has not minded until this one. So she said it was dirty there was sand in the corner of stairs and hair in the shower. Which she took a pic of one hair, that probably fell. Then they use Ajax to clean not a ton of green options over there and she complained of a film that she swiped in shower. So I offered my cleaning lady to come and redo. She just was so in happy nothing was changing her mind that she had been duped into this place. She did not read it’s a basic town home with a gorgeous breathtaking view with as much perks as I can muster in there. But I do not over sell it. How can I get a review from a guest that mentions mine is the best Airbnb that he has  been to ever from an avid airbnber and then the next one get a 2 star review? . Do you think the guest should be accountable in reading what they are getting? 
Any wisdom on this? Do I ask Airbnb to be involved? I’m now getting for the first time ever from Airbnb I’m in jeopardy of basic requirements for my listing. Her review brought me down 20 points. She had a bad day and then pissed on my me as a host. Even though I was professional and refunded her. I feel scammed because of my kindness. I can show you my link listing  if you are curious of my response. 

[Ann72]

Hi @Joy299.  Holly is a real Karen - did you see the review she left for a previous host?  She's like the mother-in-law in a 50s sitcom who comes to visit and runs a gloved finger over everything.

If you have other bookings coming up, their reviews will quickly sweep Holly's aside, and your average will come up.  Airbnb automatically sends those messages when a rating dips below a certain number.  In the meantime try to overcome the island problems as best you can.  See if you can get someone in soon to take care of the old carpet.  There are many posts around here about low-rated properties coming up in the top 10 in search and being booked all the time.  Airbnb isn't going to shut you down and it's disappointing to have such a guest but you'll bounce back.