reviews

[Louise176]

Folks,

We have received a poor review from a guest who was disabled and didn't tell us.

She could not manage stairs and complained about being cold in August!!

We have wood stoves but she couldn't light them.   She could not operate the wifi tv due to a lack of IT skills and complained most vehemently about a missing hairdryer that had been stolen previously unbeknown to us.

I tried everything possible but she just was in a hateful mood, she was rude and miserable to everyone who tried to help her.

I have received a poor grading from her which  does not reflect our other reviews and I would like it removed as its unfair given what we put in to this.

Any ideas?

[Cynthia-and-Chris1]

@Louise176 Unless her review violates Airbnb’s Review Policy (which it sounds like it doesn’t) there is nothing that can be done. You can post a short, professional response to her review and then wait for future reviews to push it further down on your listing. 

[Ange2]

@Louise176   Unfortunately Airbnb will not remove it unless it violates their policy. All hosts go through this at least once. If she has written a review you can respond, the shorter the better and nothing personal - something like better suited to a hotel with concierge service.  You could bump up your description to address what she percieved as faults to avoid similar in the future.  Sometimes a host needs to stress what they don't offer as well as what they do offer to get the point across for those who fail to read or comprehend.