Yes, thank you, Im torn there also. I am considering removing my response, just to have less negativity on the listing.
At the time of writing, I was fully expecting Airbnb to remove the review. Their Resolution Center ruled in my favor on all the damages, extra people, and extra cleaning required, but theyre not budging on the review.
The issue is when you need to request additional funds from a guest, you need to do so before the next guest checks in. In most cases, this means you are requesting funds right after checkout, at the exact time the guest is writing up their review. The chance of getting a dishonest revenge review is really high in this situation. My guest even mentions that I requested funds in his review, so its clear his negative review is based on that. Not sure if anyone knows how to avoid this catch22. How to avoid a bad review when forced to request additional funds, it seems impossible.