Untrue exaggerated negative reviews

[Dianne17]

I recently had a guest who broke my rules by bringing an additional guest to my apartment, I explained that this was not really fair but let her guest stay free of charge.  She then went on to review my apartment so negatively - which is ok, I can live with a bad review or two, however in the review she states my apartment is "Housing Commission Block" which is most certainly not. I contacted airbnb and they refuse to remove the words 'housing commission' and have treated me really badly, not caring about my superhosting or the fact that I have had many properties  listed for over 10 years.  Housing commission in Australia is extremely low quality blocks and conjurs very scary connatations which will ultimately scare away guests.  There are over 4 apartments in my block that are listed on Airbnb.  How can Airbnb allow slanderous comments to stand especially when there is definitive proof that it is a lie from a guest with a grudge.  Has anyone else had a similar experience and had Airbnb refuse to remove a blatent lie that can be proven a lie????? I am thinking of going to a lawyer to have the words removed and have a letter from both my body corporate and the Victorian Housing Commission that states my apartment is NOT housing commission.  I really can't believe that airbnb can allow this kind of behaviour. 

Please help. 

[Branka-and-Silvia0]

@Dianne17

do you think anyone outside Australia knows what "Housing Commission" is? do you have many guests from Australia or most of your guests are international?

Airbnb will remove review very very rare and usually only if it is discriminatory, racist or ofensive. Recently Airbnb announced they will allow hosts to remove 1 review and rating per year but we will see...

For now you can only reply to her review. Be short, be neutral and address future guests not her.

[Christine1]

Yep!

You have just got to bury the upset and the yukky review with good reviews and a fresh set of lovely guests!

As Hosts we can also stay respectful towards people who live in public housing. That will encourage new guests who want to stay with respectful friendly hosts.

Best regards.

[Jackie148]

Your mistake was letting them in when they had broken the rules by having two guests.

Why did you do that because you didn't want a bad review?

You now come across as a snob making a big issue about Housing Commission yes people outside of Australia probably don't know this term but they sure do now. 

We have many thousands of wonderful people living in housing commission homes who should not be labelled as you describe. 

[Cara59]

I'm so sorry, it is so frustrating to not be respected for how hard we work ; (

I am dealing with a similar issue, probably much worse than yours. Completely false,

slanderous, exaggerated by an emotionally unstable guest who booked but didn't even

arrive with the group who stayed.  Mad because she was asked to pay for two additional

guests, which the payment did not go through after all. Called my husband homophobic 

(we are loving parents to three gay children so this is fabricated), we didn't know 

any one was gay and wouldn't care.  It has now been escalated to a special departmenet

but we haven't heard from anyone for a week. The review is bizarre after 7 years and super host

status and still 4.9 rating, we are so disappointed by their lack of response to our concerns.

guest calls my husband creepy, lurking, homophobic......would be funny if it weren't our lively hood

and repudation.  What to do?