Hello @Huma0
Thank you for your feedback. My husband and I own and operate a commercial cleaning company in Canada, so to ensure that cleaning in the DR is done properly, we have hired more cleaning staff. Our standards of cleaning are actually higher than what Airbnb suggests.
Regarding the guest, the check-in time for the property is set at 3:00pm. This guest was arriving from Santo Domingo which is 3 1/2 hours away. He contacted our PM and said that he was probably going to be early for check in, around 2pm. She said yes, the cleaning staff would still be there. He never arrived at 2pm, but he did arrive at 2:50pm. He knocked on the door and our PM said that they were just finishing up, but he went on to say that was okay, but could he and his partner use the washrooms as they have been travelling for a long time. She that it was okay. After they used the washrooms, they didn't say that the the bathrooms were dirty. They walked around the property, went out to the pool area and our PM said they were finishing up and if they wanted to they could start bringing in their bags and she would show them around. They said it wasn't necessary as everything looked in order. At 3pm, the cleaning staff left and so did Maria. 7 Minutes later, the guest contacted Maria, complaining there were no ice cubes. She couldn't answer as she was on her scooter. It was reasonable for her to return his call within 15 minutes. He laid into her with all sorts of accusations, calling her names and then when she offered to come back she was told, she better not because he doesn't know what he would do to her if she did because he was so angry. We don't have that listed as a feature of our property, but knowing people are tired and hot from travelling, we place 4 beers and 4 soft drinks in the fridge for every new guest. That was a complaint. He complained about the microwave being dirty, but doesn't provide a picture. He complained about a pen mark on the bedspread and another spot on another bedspread. The image of the spots from him were so blurry it made it look huge, but it was the size of a pinky nail. He complained about a leaf and a hair in the pool. Really, the girlfriend had long hair and could have been hers. It was certainly the same colour. The complained about the pool towels being wet, but they were rolled on the loungers, so his picture showed them in a soaking state next to the outdoor shower.
The key to all this is that Maria offered to return to address the issues. You ask if there is any proof of a threat. My lady wouldn't lie. The other thing is if it was so bad, why wouldn't he contact me directly. Our contact information is first. He contacted us about everything else before he arrived.
So regardless of any of this, Airbnb, doesn't inform us that the review is being reposted and doesn't provide a valid reason.
He can dispute it but we cannot! please that is a very one sided. Any person with common sense would see reading other reviews and compare it to his, that something was wrong with this guest. We were prepared to refund him as he was so unhappy and he could find other accommodations. He never communicated with us whether it was through Airbnb or Whatsapp until the last day of his stay.