Can someone help us with this odd situation please?

[Mark47]

Here is the text that Denise sent us the day before she checked out from her seven day stay with us:

I can't wait to come back 😥
My email is
***. Will you email a receipt or do I get that direct from Airbnb?
Thank you again for letting me help you stage - how fun was that?
If I leave early do the keys n remote go back in the mailbox?
May I have permission to use the washer n dryer this evening?
One last note .... If you want to see more of my staging ..... in your "free time" (joke) Google
***
You guys are awesome ...promise I will figure out how to write n post a glowing review.
Be Free!
D (Denise)

We are extremely confused by Denise's review... she said that she loved our place and loved her time at our home... yet, she reviewed us with the following three words, "Would not recommend." could this be an error? 100% of our reviews are excellent. we have never had a review like this one from denise. what can be done? she told us that she loved our place and that she would like to come back... and, yet, she makes this negative review??? any recommendation would be greatly recommended!

By the way, right after she departed, i left the following review of her:

Wow what an amazingly friendly generous and clean guest! We highly recommend Denise to anyone! Denise was very quiet and extremely Mindful and considerate of our home. She even washed all of the Linens and towels before departing! Thank you so very much for doing this! Denise and Kelly created a special relationship and became good friends and were able to spend some quality time together doing what they love! Very cool indeed! Thanks for being so kind friendly and wonderful Denise and welcome back anytime!

[Matt26]

@Mark47  Wow that really is weird! It almost looks like a typo (and based on her terribly written text, I wouldn't be suprised). Have you reached out to her to see if she really meant that she doesn't recommend the place? If it was a typo, I would jointly contact ABNB... I've heard that they will change a review under certain circumstances, but I have yet to encounter a reason to request, so I can't tell you if its real or not.  

All of your reviews are glowing and you're a super host. Her review sticks out like a sore thumb -- I doubt it will have much impact.

Do you closely monitor your rating stats (overall, cleanliness, accuracy, value, location, arrival)? I watch mine like a hawk and can therefore tell when a guest gave me a poor rating and in what categories. If you do too, did she actually rate you poorly on anything?  If not, contact air bnb to remove the review (citing it was probably a typo, in the event you can't reach her).

Good luck. This certainly is an odd situation!

(If you found my review useful, give it a thumbs up!)

[Mark47]

@matt Denise is not answering our text message not our internal air bnb message... We would like to speak with someone from air bnb. How do we do this? Thanks in advance.

[Mark47]

I just spoke with somebody at air bnb and he is going to reach out to Denise to find out if she made the review erroneously or not. Thanks again for all your help!

[Lizzie]

Hello @Mark47,

Great to meet you. Thanks for the update here about the review, it sounds like you had a get time hosting your guest. 🙂

Do let us know how it goes.

I hope you don't mind, but for safety reasons as your post is publicly visible, I have removed the personal information (email address and postal address) included in your post. 

Thanks,

Lizzie

[Mark47]

Thank you so much Lizzie! Really appreciate that! Check out the written response that I just received from Airbnb.

Dylan S., Apr 27, 02:56:
Hello Mark,
This is Dylan from Airbnb. I'm happy to have spoken with you this morning.

We’re so thankful for hosts like you, who are committed to providing extraordinary hospitality. Keep up the awesome work!

I will send Denise an email, and see if she is willing to talk about her experience with me. If required, I'll call her during the day.

[Donna15]

@Lizzie, this is off-topic, but I've found no other way to reach you. 

Would it be possible to sticky the Community Help Guides thread at the top of the page of all the Sections here (e.g. New to Hosting, Living Room, etc.)? At the moment it's only near the top of the General Hosting page.

This might make it easier for posters to find necessary links. Perhaps also a 'Reminder to Use the Search the Community box' could be stickied as well.