bad review

[Emi2]

My ad  now mentions I cancelled a guest less than 5 days before his arrival but it was due to  building maintenance . I red on the website that property maintenance is considered as circumstances that avoid bad reviews. how can I make this bad review removed ? this mention has been added by airbnb not by my guest.

thanks

emi

[Allison2]

You'll need to provide Airbnb proof of an extenuating circumstance to get penalties for cancellation removed.

[Clare0]

@Emi2 You will need to contact Airbnb and explain your Extenuating Circumstances and perhaps they will remove the review.  Any time you need to cancel due to Extenuating Circumstances you need to contact Airbnb first.  Unless you do this, Airbnb has no way of knowing the reason you cancelled and will apply penalties.  Here's how to contact Airbnb: