Extortion and inaccurate reviews

Lesley439

I have had a 1 star review assassination of my character from a guest I didn't meet. Shortly after her stay she asked for a refund as she didn't stay the full time. I pointed out that she did as proven by the hall camera return of keys etc. She then went to Airbnb and asked for a refund as she was made to clean and heard a noise that disturbed her rest. I was told by support she provided no proof and they did not uphold the complaint. I did not pay and she posted a 1* review. I knew it would be bad but trusted Airbnb to remove. It's now public and Airbnb will not remove despite my request substantiated by her what's app screenshots asking for money and admitting she made a mistake re the number of nights booked. Not only has she upset me but it's going to damage my business. I feel she must have done this with other hosts as she argued she needed money as on a budget. I've removed the listing. What should I do?

Lesley439

Unfortunately, Airbnb is using mostly AI in the review dispute process and it is not developed enough to be left alone without human intervention. It is a "toddler with a chainsaw" that results in predictable disastrous consequences.

Did she at anytime in the messages to you indicate she would leave a negative review if you didn't refund her? That is against Airbnb policies and the review should be removed based on that. Continue to escalate this with Airbnb:

Airbnb's Review Policy

https://www.airbnb.com/help/article/2673

For now, I am also advising all my Host clients to:

- Turn off Instant Book

- List on other platforms

- Consider a direct booking site

- Consider filing an Arbitration claim against Airbnb for not upholding their own written policies regarding review removals

Arbitration Claim

https://www.airbnb.com/help/article/2908#22