Unfair Rating

[Dawn-And-B-J-0]

I was a little frustrated recently when a guest gave us a 1 rating for communication.  They claimed they sent us a message and that we never responded.  The message feed for that guest/reservation in Airbnb clearly shows no message was sent, leaving me to believe the guest never completed the sending of the message or used a method outside of Airbnb.  I feel like I should be able to dispute this with Airbnb and ask for a revision to the rating, or at least have it not affect our overall rating since we can clearly prove no message was sent.  But I can't find any way to do that.  Any suggestions, thoughts, or comments?

[Alice595]

@Dawn-And-B-J-0  Reviews are hard to be removed.

If just the communication is rated one star, it does not affect your overall star rating.

What did the guest write in the review? Only  The content of the review can be used to determine if it violate the content policy for Airbnb to remove the review and rating.

[Dawn-And-B-J-0]

Luckily they kept their comments private and it wasn't mentioned in the public review.  They just said they sent us a message about the toilet and they were disappointed we didn't respond at all.  Then gave us a 1 rating for the communication.  I'm glad if it doesn't impact our Overall Star rating, but I'm still disappointed it took our Communication rating from a 5.0 to a 4.7 considering there was never a message for us to respond to.  Thanks for your feedback!  I guess I'll just have to let it go.

[Sean433]

@Dawn-And-B-J-0 

Dawn, why don't you kindly explain this to the guest. I would go as far as to send a screen shot of your communications with him to show him that you never received the message. Then ask him if he can kindly ask airbnb to remove the review which will erase the 1 rating for communication. I am sure he will feel bad about it after realizing you never got the message and will do that.

[Dawn-And-B-J-0]

Thank you for the suggestion!  I communicated my regrets over the situation, pointed out there was nothing in the message feed, and asked if they could confirm how they communicated to help determine what went wrong, but they were non-responsive. 😕