Revenge review always on top

[Nandun]

I’ve always had very positive reviews and my overall rating was almost near 5 star until there were some guests who stayed and gave a 1 star rating and a very bad review. She was asking for so many amenities that we have not offered on Airbnb and was very arrogant and aggressive. The review she has put was also a false one with many incorrect info.

The bigger problem is that this review always appears on top when a guest goes to book the bungalow. There had been 3 guests who stayed at our bungalow who have put 3 good reviews after this particular bad review was made, but their reviews are shown very much below and the bad review is always shown on top,

this is very unfair and is it possible to correct this?

[Ann72]

@Nandun I looked at your profile, where the reviews appear in date order, then at your listing, where the topmost review is from December.  I don't know how that can be fixed, but to be honest the bigger problem is your defensive and critical responses to bad reviews - and you've had four or five that mention the damp, mustiness, and mold.  A more professional approach would be to resolve the issues that guests mention more than once.

[Nandun]

Hi Ann,

Thanks a lot for your feedback, I really appreciate it. There was a problem on dampness only when there is extreme weather conditions and rain, which I wasn’t able to address because the bungalow was already booked throughout and I was unable to shut it to do the repairs. However I closed the bungalow during Jan - Mar and did an upgrade and corrected the issue on dampness as well.

but now the problem is that though there has been several reviews after this bad false review still the bad one appear on top. Would really appreciate if you could kindly help me to rectify this.

thanks,

Nandun

[Ann72]

@Nandun Good to know you fixed things.  This is a community message board, though, not Airbnb customer service, so I can't help you - you'll have to contact the support team.  You can find all the contact information on the first page of the "Help" discussion room.