@Michaela238
Unfortunately you have struck an inexperienced agent who has not sought to seek a higher opinion for fear of being seen to be inefficient and lacking in the required job proficiency.
CX absolutely do have the ability to 'edit' the review of either a guest or a host.
I had a guest once whose name was Cooper.....but he was affectionately known as 'Coop', for short. He was a nice guest but did have a couple of annoying little habits.....not enough to make me want to cane him in through the resolution centre but, I thought I should make light comment of it during the review process to warn other hosts.
I stupidly did not check my review before hitting submit, and at that point in the review, 'spellchecker' had taken over and, it came across as...."Although a nice pleasant guest, Poop struggled with some of our house rules"!
As soon as I posted it I realised the mistake I made....and as he had already left his review of me, at that point I could not edit it! I got onto CX straight away, they read the review and agreed that the wording could cause unwanted embarrassment to both the guest and I, and they changed the name from 'Poop' to Cooper for me!
Michaela, in this instance I would approach CX again but, this time I would do it via the Twitter feeds. I am of the opinion that the staff who man the Twitter enquiries have a higher level of expertise than the staff who man the phone pool! I don't know that for a fact, but many who have gone down that path would verify that.
You are probably a Twitter user and know how to use, but just in case you don't, here is what you should do.
Step 1: Log into Twitter
Step 2: Search for @Airbnbhelp and choose "Follow" them
Step 3: Send a Direct Message (DM) explaining your issue and wait for their response. They may ask for information such as your listing and personal verifying information.....but always provide it over DM so it is not public.
Your issue is a legitimate one Michaela and I am sorry that you did strike such poor quality assistance, but CX is stretched to the limit at the moment and if you follow the path I have given, I am sure they will be able to help you edit that review!
Cheers.........Rob