Reviews n Ratings when someone hasn't even stayed

[Matthew703]

Last month someone cancelled  on the day wishing to change the date to May with a message saying they meant June 20th. I only have the booking window open 3 months and couldn't commit to June as don't have work roster for the period as yet (I travel with work). You can probably guess what's coming, all of a sudden a first negative review.  The person scored me 2 for Communication and 3 for Value. Interestingly everyone else has always scored 5 for Communication and most do for Value too.  I feel quite strongly that people shouldn't be able to give scores if they haven't actually stayed, do others? Realistically how can someone score Value, Accuracy, Location etc without staying and experiencing the listing. Furthermore feel there should be more robust support in place to deal with what is clearly an unfair review. This person was just angry  I couldn't change the date, which was out of my control. I can't say I have ever read a review of someone that hasn't stayed in a hotel or dined in a restaurant before leaving a review. I was angry initially but it's actually very childish and laughable giving two stars for Communication even though I replied to all messages in a clear manner. 

[Lawrene0]

A couple of points you could use with Customer Service if you want to try to get that review removed, @Matthew703 :

1) Reviews need to reflect the experience of the author. The author did not experience your cleanliness or location.

2) She (it was Diana, is that right?) mentions Airbnb support in her review. That's not allowed, either, per the policy: 

• Content that provides specific details or outcomes of an Airbnb investigation

So if you have some time and patience, pull up Airbnb Content Policy and have it in front of you while you calmly cite these reasons for pulling the review. 

Or just leave it. As you say, it's a bit funny, and you have responded to the review. 

[Matthew703]

Thank you for the reply, I have already contacted Air BnB but they said it cannot be removed, I mentioned about the author not experiencing the listing etc.  I also mentioned about the Air BnB support bit, they did nothing other than ensure the person cancelled the booking the day after - she was refusing to formally cancel it. The person made it sound like Air BnB helped her.  This really annoyed me as I started thinking what if she does turn up at 00.30 and waited up for her.  A very annoying situation and feel very strongly someone should not be able to give inappropriate ratings when they have not even stayed. I will however specifically mention what you have suggested about the investigation though. 

[Gordon0]

@Matthew703 It really rather depends on the CS agent you get through to,  but I wouldn't give good odds of having it removed. That said, it'll go to the bottom of the 'list' before you know it as more good reviews come in.

A word of advice; short and sweet is the way to go when responding to feedback. 

[Matthew703]

I wanted to make sure I covered exactly what had happened.

[Mark116]

It's awful that airbnb allows the star reviews to be made by people who never set foot in the listing.  I truly can't understand why this is their policy, when it would be so easy to fix it.