Dishonest Review/Rating Keeping Me From Superhost

[Jillian54]

I had a guest stay last week whom I messaged via airbnb multiple time asking arrival time, but had no response. I do not give guests personal contact info. After not hearing from them for hours, i decide to go about my day (my dad just died). I was off site visiting my mom and when I return home I get this call claiming the guest has been at my home for 40mins from the guest and that they want into the building, etc. I call them back and state I am home and to come in, etc. I was nothing, but polite and helpful. They left an average review but they rated me super low on communication/check in claiming I was late and unreachable when they were the ones who didn't respond to any of my in advance or day of messages. As a result, I may not reach superhost status like I was planning to in October. Can I get the review removed? 

[Karina-Каринa0]

Jillian, just accept it. They were right in a way not getting the communication they expected.

Remember that many guests do not prepare for questions - they just arrive and if there is a problem they will want an answer immediately. You could try to compromise giving your phone number.

[Letti0]

@Jillian54   You are fine. Superhost status is only caculated on the Overall Star rating for the Superhost requirements, not the other six categories listed. Also no you can not get the review removed, but it's not a bad one, so don't worry over it. 

[Susan151]

I added the following to my house rules so that I am covered [CYA approach to hosting] in the event that a guest doesn't give me a check in time.

"Check out time is before 10:30AM; check in between 3PM and 10PM, with 24 hours notification specifying an hour window."

[Lizzie]

hello @Susan151,

Since adding this to your listing have you found that guests are more responsive regarding their check-in time?