Bad reviews in retaliation for a dispute

[Joanna673]

We had a guest who damaged our property. We opened a dispute and filed a claim, with photos. The disgruntled guest wrote an inaccurate, scathing review as retaliation, and now it's damaging our reputation. What can we do? I thought Airbnb was better than this.

[Kate867]

@Joanna673   I am sorry this happened to you, but unfortunately filing a claim for damages against a guest almost inevitably results in a ‘revenge’ review.   Unless this review violates Airbnbs policy then it is extremely unlikely that it will be removed.   The only way to really avoid this is for both Hosts and Guests reviews to be written and published (Guest can no longer edit theirs) and then submit your claim.  Unfortunately, bad guests are often aware that they have left damage behind, not followed rules etc and will leave a poor review anyway in anticipation of your somewhat less than complimentary  review of them.

https://www.airbnb.co.uk/help/article/2673/airbnbs-review-policy

[Louise0]

Airbnb should remove the review.  The review includes the statement "the host is dishonest".  As well as being potentially defamatory, this breaches Airbnb's policy that reviews should avoid "Profanity, name calling and assumptions about a person’s character or personality".  You have grounds for having it removed.  The issue then becomes whether Airbnb will also remove that guest's star ratings of your property.  They should, but if not, then you should let the review stand.  It reflects badly on the guest, not you.