Help! I just lost a star for a supposed inaccurate listing when she hadn't read my listing properly

[Emma25]

I have a new property I've just listed so I'm keen to get 5 star ratings, and I just got penalised for an inaccurate listing because she thought there was wifi and there wasn't. But I the property isn't marked as having wifi! Is there anything I can do about this? I emailed and apologised that she thought it was inaccurate and asked where she had read that there was wifi so I could make sure it was all accurate - she hasn't responded.

[Gerry-And-Rashid0]

@Emma25

Hi Emma - if the guest makes a factual comment that there isn't wifi, that is true and won't be removed by Airbnb. If on the other hand they said your profile listed wifi, or you told them you had wifi, you could have it changed as it was untrue.

[Emma25]

Thanks. I'll ask them. And as it happened the guest did get given the password to the downstairs flat's wifi so she didn't lose out

[Gerry-And-Rashid0]

@Emma25

I also meant to say.... even if Airbnb agreed to change or remove the wording, you would need to be able to prove that the only reason they gave you 4* was lack of wifi. It is a fairly standard amenity these days and I wonder if going forward you would think about it. That would allow you to respond professionally to her review along the lines of: Thank u for your comments and glad you enjoyed your stay. Based on your feedback we are. Hanging 

[Linda108]

@Emma25  As stated by @Gerry-And-Rashid0 the review must violate Content Policy to be removed.  I suppose most hosts are keen on getting 5 stars, but sometimes a guest's opinion is that we don't warrant 5 star.  Given that you have 29 reviews with positive comments I doubt there will be any negative consequences for you.  I had a 4 star review about location early on and it really bothered me until I was able to understand from the guest perspective.  Helped me evaluate whether I would fit for subsequent guests.  

[Emma25]

Thanks for your thoughts. I am concerned that it will push me down the ratings as it has reduced my commitment stats to 91% and Airbnb notified me to say if it goes below 90% I'll have my account suspended!

[David126]

There has been some discussion on not ticking the wifi box even if you have it, AirBnB have give substantial refunds to guests when the wifi has gone down. I think I have also seen a few mid stay cancellations using that as a justification for a full refund.

Most guests do not read the full description, or have forgotten what ot says by the time they stay.