We have a 5-star rating in a small vacation town in Canada where 5-star ratings count. We had a great guest leave us 5-star ratings in all of the "attribute" ratings, and left a great written review. And then she accidentally left a1-star overall review. We contacted AirBNB within 12 hours after the review was written and we were told that AirBNB would remove the review from our account because it was obviously a mistake, and to contact the guest to ask to update the rating within 48 hours. We were told by a supervisor in an email that if AirBNB removes the review, it will "not affect our rating", which is 5 stars. The guest was horrified and is trying to work with AirBNB to update to a 5-star review.
Now, AirBNB says that while they can remove the review, the 1-star will count in over overall rating! The guest made a mistake, admits it and wants to correct it. I keep reading in these boards that AirBNB is generally hostile towards hosts. But in this situation, it doesn't even make sense for guests because AirBNB will intentionally count into the overall rating count reviews they admit themselves are faulty. Yelp, for example, always lets users update their reviews, and suppressed reviews not deemed reliable are NOT counted in the overall rating. That is fair for all parties. What the hell, AirBNB?
Does anyone have any suggestions how to fix this? It just seems preposterous.
(p.s.: we've only been an AirBNB host for 5 months)