"less than expected" review allowed, even if the guest clearly did not read the listing or host messages or booking.....

[Dave52]

Have a listing clearly states, sleeping arrangements are 2 queen beds and a couch.

Guest specifically asked, and I confirmed yes it is a couch for one person NOT a sofabed.  It's all there in the message thread.

(I think the guest group was larger than booked or allowed....its self check in so I have no way to know)

Anyway, after their stay, guest posts "below expectations" review they "thought it was a sofabed".

Contacted airbnb CS, and they say they cannot remove reviews containing guest opinions.  But I said, it's not an opinion.

Soooooo......if a guest thought you had 3 bedrooms, yet you advertise 2 bedrooms, is this their opinion?

.....if a guest "thought" their check out date was March 23 but they booked until March 22 (and host confirms it), is it their opinion?  

Yes and yes according to airbnb CS and a below expectations review will be allowed in each case.

[Colleen253]

@Dave52  I think it would be worth trying again, with a chat this time, and link the review policy. Point to the section which pertains to relevancy. That review is not relevant, due to the fact that your listing states clearly what the sleeping arrangements are. Focus on that, and leave the message history with the guest out of the conversation. The simpler we keep things when communicating with CS, the better.

I'll just add, I had a look at the actual review and it's not that bad. Your response was perfect! So unless she awarded you crappy stars, I wouldn' t fuss too much. You have great ratings and reviews!

[Dave52]

Good suggestions, thanks.  I'll try one more time with chat.

First thing I did say "not relevant".  I used this once a long time ago and it worked, but things seem different now.   Talked to 3 CS people already.  Seems they are instructed to stonewall and eventually the host gives up.

[Dale711]

@Dave52 ,

You’re absolutely right! I surely know how frustrating you are. Unfortunately, is out of your hand!

And you're not alone!

I have over a dozen unfair reviews, I had reported many times, Airbnb wouldn’t remove the reviews unless the content of the review is violated the review standard system. Nevertheless, the host can respond in the public review.

As a matter of fact, you responded very well. Way to go! 

Hopefully, Host Advisory Board members will look into the reviews systems.

@Anna1403 , @Bez8,  @Antonella78, @Susan208, @Till-and-Jutta0,  @Nutth0, @Norma17, @Peter1, @Merrydith0,   @Pascale144, @Omar202, @Pooja30, @Tiffany204, @Vinícius0, @Shinya0, @Ningyi0, @Samuel604    

Happy Hosting 

[Dave52]

@Dale711   Good you agree!  We are talking about an irrelevant review where the guest clearly did not pay attention to the sleeping arrangements then rates it "below expectations". 

This is not subjective nor sour grapes or anything like that.  The review should not be allowed.  This is the second time in over 3 years it happened to me, so it is rare, but if/when it happens airbnb should remove it.  Last time a couple years ago, they did.  I am awaiting the reply from Krystal about this one.  I hope it helps your case too.

[Dale711]

@Dave52 

I hope Krystal will reply you with a positive response.
Thank you for sharing.

[Dave52]

@Dale711   My experience same as yours.  Krystal responded by doing nothing and closing the case.  Happy hosting to you too!

[Lisa723]

@Dave52 FWIW, I have successfully appealed this kind of decision in the past, by insisting on escalation. There was purportedly a "special team" who could, and did, override the first decision not to remove the review. YMMV of course.

[Dale711]

@Dave52 ,

0.001 % of negative reviews with never drag you down. 
You’re the best ! Hat off! 

[John5097]

@Dave52 

The guest review is accurate. For 5 people one would need to sleep on the couch. Even if this is something you clarified in the messages its useful for future guest. I think its unrealistic to expect every guest to leave a 5 star review if a host charges them to sleep on a couch. 

Your title here says, "Guest clearly did not read the listing" but there is no mention of the sleeping arrangements in the listing, "The Space". I could see how guest could be confused when making a reservation, or just ended up just not liking it.  

I would just list it as 2 bedrooms that sleeps 4. You have already had 3 customer support look at this, I'm not sure it would be in host best interest to keep contacting them. 

I used to offer a pull out couch but works out better not including it. Even when I didn't charge anything extra for 2 more people some guest mentioned it was kind of cramped. 

I've seen other listings that say, "If you really like each other the couch folds out for an extra person" 

However if they are paying for 5 and its kind of cramped or on top of each other some will mention that in the review. Have to be careful when you are doing someone a favor. I just let a family of 4 stay this weekend, when my listing says 2. They messaged first and I said if they have their own airmattress its ok with me. But I'm worried they might leave a less than ideal review. 

Edit: This was a difficult situation. If I included a pull out sleeper and charged more per guest to use it I would expect lower reviews. Most would love it but some wouldn't. I've agonized about situations like this and its not easy. 

[Dave52]

@John5097 They weren't charged extra for the 5th guest.  They made a booking for 4, requested to change to 5 a few days before check in.  I said specifically the 5th guest would need to sleep on the couch.  They said "that wotks!"  Then they gave a "less than expected" review.  Frankly I think they brought 6 guests.

[John5097]

@Dave52 They paid and 5 people slept there. The review only said if five people one would need to sleep on the couch. To avoid any confusion, I wouldn't include a couch as a place for guest to sleep unless it had some bed function like Futon or Ikea. Or update the "Space" description so guest don't message you a few days before. Guest probably assumed it was a pull out sleeper. Who knows, but there is nothing inaccurate about the review. 

[Dave52]

@John5097 their private message said they thought it was a sofa bed.  So it's less than who knows what, I cannot read a guest's mind.  If a host says 2 bedrooms but the guest mis-remembers and tells their friends it's 3 bedrooms, a less than expected review should not be allowed on that basis.  Anyway I'm done with this case.

[John5097]

@Dave52 I noticed you removed the couch as a place for guest to sleep. Yesterday a couch was also listed with the two beds. So now the guest just made up the couch as a place to sleep in your listing  and misremembered? .