Needed help with retaliatory review!

[Josef596]

I have horrible experience and need some consultation. Yesterday we had lady who is completly new on Airbnb. She booked for 2 nights. During first night we got messages from neighbours that they were threated by people comming to this apartment. On our video doorbels we than watched more than 15 strange mens comming to our apartment and staying there during abou 30-60 minutes. Neighbours also reported very wild sex noices during whole night. I immediatelly reported this to Airbnb and they canceled guest stay.

But guest stayed one more night. Than left our appartment completly demaged and smelly from cigarets and full of condoms. After this we obviously placed claim for demaged things and left her review. Than we got 1* review from her.

I thought it will be very clear case of retaliatory review considerating of how everythings happened. But when I asked about removing this review I got automatic response nothing is wrong on this review.

What are your recommendations what to do next please?

I have 500+ 5* reviews and I am on Airbnb more than 12 years. Right now I completly lost my faith in fairness on this platform

[Joelle43]

Hello @Josef596 

Yes, I can imagine how upset you must be.  You have glowing reviews from your guests but as you have many listings I couldn't find that 1* star review as we don't know under which listing it falls?  How far does this review date back from?  Did you leave a public reply to this 1* review?

Definitely dispute this review and contact Customer Service again until you find someone who will listen and understands the situation you were put in.  Ask them to look at the message thread and the fact that Airbnb cancelled the reservation because this guest violated your house rules, just proves your point.

Don't give up and have the retaliatory review process handy so that you can send it to the CS rep if needed.  Not all of them are knowledgeable so you may have to end up "educating" them as to Airbnb's own rules!  Ask to speak to a supervisor if all else fails..

Good luck and keep us posted as to the outcome,

Joëlle