I recently had a guest from hell. He arrived two days late, and was upset that I didn't have private, secured parking for my apartment that was UPSTAIRS in our small downtown. My listing was clear about where the parking is for all the downtown apartments: In a City owned lot that's 30 minutes' walk to the back entrance. Because he was so concerned about his trailer full of parts, I also contacted a friend who would allow this guy to leave his trailer in his own driveway, which was very open and visible from their rural home. The tenant didn't reply to my suggestion that I could do this for him. I sent him extremely detailed directions on exactly where the apartment was, how to self-check-in, and exactly where the overnight parking lot was. Twice, I messaged him screen shots of google satellite so he could see the lot in relation to the apartment entrance. I was out of state when he finally arrived, and he was SO confused, trying to get in the back door, which was locked. I told him (again) that the mailbox was in the front street entrance, and that's where the keys were. He walked around to the front of the building, called me back. This time he was trying to get into other doors in our main street, that were several buildings north of mine. Note: The actual number of the apartment entrance is in large numbers on the door! I also told him where it was in relation to the business on the other side of the street. While I walked him through it, he finally opened the correct door and was able to get into the apartment. Three days later I messaged him that I hope his stay was a good one, and reminded him of how to check out, where to leave the keys, etc. At that point I got a message from him saying "I need to stay another night. Do you want me to leave the cash on the table when I go?" I explained to him that he could NOT stay another night, as I had a new tenant arriving in two days and my cleaning protocol required this time to prepare for her. He said I don't need to have her come, he'll leave the apartment clean. I told him that no, I could not allow him to stay another night, and he needed to vacate the building by 11am the next day. I recommended two inexpensive motels down the road. Then I got a message from him being very critical of the cleanliness of the apartment, telling me that the sheets hadn't been changed, and he and his wife had to use their own bedding. This was a complete and absolute LIE. Well, he left at noon the next day (an hour late), and he left a very brief two word written review, but he gave me all 3 star ratings, including for cleanliness, ease of finding the apartment, and location. The location and the apartment directions were so very clear, it was laughable to me that he was so confused, but his horrific review left me shaking in anger. This was punitive. Because he wasn't allowed to stay another night. I've been an airbnb super host for 3 years. I've only had 5 star reviews. BTW I am aware that this apartment is not a 5 star hotel; it's an apartment, neat, clean, well-equipped and well-located. The review should be based on comfort, communication, and the degree to which the host bends over backwards to assure you a pleasant stay. I worked harder trying to satisfy this fellow than I normally have to, yet he did nothing but disparage my efforts, and then make up criticism so he could trash me in his rating. I'm disappointed that Airbnb can't look into this further. They said his review didn't "break any rules" so they can't pull it. But they should certainly be able to make an exception after hearing my story, and knowing that this is the ONLY review I've had that is less than 5 star. I offered to send them screen shots of all our correspondence, during which I so clearly gave him detailed information. There should be a way to simply pull a review that is so wildly different from every other review I've ever received. Airbnb people were sympathetic, but said they could do nothing. Unfortunately, I replied to his review before I realized that he'd given me all 3 star ratings, so I didn't have the opportunity to break each star down in my defense. Can I edit my reply to his review? I have asked them. I would like to have the opportunity to clearly and calmly explain my side of things.