Bad review

[Sheila187]

I could use some help. We have a review that was posted yesterday (11/25) from a guest who stayed 10/19/19--a year ago. She said "It was very dirty". Our reviews are over the top in all areas, especially cleanliness. However, the day this person arrived I misread the arrival time and the little house wasn't quite ready. I asked her to wait and did as best I could. So, it wasn't our very best but is was more than acceptable. She was quite angry with me during her her three-night stay--which was communicated to me through her boyfriend as she wouldn't speak with me. I offered to refund her in full (272.00) and she accepted, however she did stay all three nights (interesting huh?). Still I thought we had come to an agreement. To see her review allowed by AirBnB after 13 months was, to say the least, surprising. That she felt she could leave a negative review after receiving a full refund and the the use of the place for the full stay was even more surprising. As hosts we are only allowed 14 days to write a review. Would appreciate any help for the following 1) explain AirBnBs policy of allowing a review after a year, 2) how should I reply to her review? (specific wording would help).

Thank you all who can help me out.

[Emilia42]

@Sheila187 

This is very confusing and should not happen. If it does, it's a very big glitch. I cannot find the review you are speaking of in October 2019 or October 2020. Are you sure the review is reflected in your stats? 

[Sheila187]

Thanks so much Emilia. It appears the review didn't show up even though she submitted it. Confusing like you say. 

[Mark116]

@Sheila187 @Emilia42  I don't see it either.  But, certainly a review shouldn't be posting a year after the stay, the 14 day window is for both guests and hosts.  I would contact Airbnb, although I wouldn't expect much satisfaction.

[Sheila187]

Mark, thanks for confirming that AirBnB wouldn't allow a review after so long. Glad it doesn't appear. Will watch for it.

[Jennifer1897]

Unfortunately guests can leave a negative review or otherwise despite you offering a refund.  As for the review being posted over a year later, that is definitely not a policy for that, and I have never known that to happen. As you said after 14 days is usually when a review is reflected unless both parties review one another before that window.

As everyone else I looked as well and did not see the review you are specking off, so I am not sure where you came across it being posted. If in fact it does pop up and is visible on your profile, I would call Airbnb and inquire as to why. 

As for replying, I am not sure it would even allow you at this point, but if you are able, just make it as simple as possible. People tend to get long winded and overly defensive in their responses. I also would not say you offered her a full refund, as this could set a precedent for future guest.  But in all honesty, I wouldn't even bother replying you have a 4.99 rating with over 100 positive reviews. This one will no overshadow all those. 

[Sheila187]

Jennifer, very, very helpful. I am trying to post this but keep getting an error message. Will try again.