False reviews

[Sofia166]

I have just been left a review that I sincerely believe was meant for a different host. She says it was very difficult to obtain the keys and that hosts were out of town and unreachable. I was not out of town, she never tried to reach me, and I left her detailed instructions on how to obtain the key, photos included. She goes on to say that she had to check in hours after check in time. Looking back to our message history, she wrote to me shortly after check in time (3pm) that she was easily able to locate the keys and has checked in. I believe she meant to leave this review for someone else. How can this be corrected without having to publicly debate?

[Lawrene0]

In this case, @Sofia166, you might write to the guest and ask whether she meant another place, since she had said check-in was easy when she was talking with you just after the fact. You could refer her to that message. She might agree to phone Airbnb and ask to change it. Not sure, first of all, whether that will work, and also not sure she will be keen after your review mentions her messiness. 

Or you could reply to the review with something like, "The guest had us mixed up with another accommodation. Her check-in here was smooth, as per her message at the time." That may be the less stressful route. 

[Helen3]

I agree with @Lawrene0. The obvious step would be to send a polite message to the guest saying you were rather confused by the review as it doesn't seem to reflect the experience of her stay with you.

If she acknowledges it was in error you can call Aibnb and ask them to delete the review.

[Claire388]

False review violates Airbnb policy. Defamation is against the law. If it is a false review, you have the right to request Airbnb and the guest to remove the false review.