Has anyone had a terrible guest, and Airbnb has chosen to remove the reivew of them? We had a situation several months ago where we had guests stay for 3 nights. They barely left our suite, which always tells us they are relaxing and enjoying their stay. On the third night (the night before their departure) they sent me a message a midnight stating the room was entirely too hot and they couldn't sleep. Bare in mind, we have A/C and they were there two nights previously without a peep from them. I apologized for the issue and let them know we would check into it. (Knowing this has NEVER been an issue. We literally had just purchased a fire place for the suite as it's the coolest room in the house during the summer and had some guests mention how cool it was!) Anyway, the guest started emailing saying they would remove the bad review they gave of us if we refunded them. I spoke to Airbnb support and they said it sounded like the guest was trying to extort us and for that reason they were going to take the guests review of us down. I told Airbnb I was fine with them leaving their review of us up there as I've had over 600+ positive reviews and I wasn't worried about it. Anyway, airbnb took the review of us down, wound up having to talk to the guest and tell them to stop contacting/harrassing us. I then looked at their reviews a few days later and another host had hosted them a couple days later with the exact same experience! Their review mirrored ours. The guest used the same tactics on trying to get a refund, etc. Fast forward a few months later, I don't know what prompted me to go look at this guest (I think because our experience with them was sooo unbeleivable!) so I went to their reviews and both my review and the other gentlements review that they stayed with an pulled the same scenario were both taken down!! I called airbnb and asked why our reviews were no longer there as this doesn't help other hosts vet out terrible guests and they said "because their was extortion mentioned in the messages". The extrotion was mentioned by the GUEST - never by me! I escalated several times as I don't feel I can now truts reviews of guests since Airbnb will take down bad ones and I've been ignored by Airbnb. They have said that their original decision of taking ALL bad reviews of the guest down remains because of the extortion mentioned in the messages. How is this fair to hosts? We have been hosts for 4 years and superhost for 3.5 of those. All of my messages were professional. I even stopped responding to the guest when she started her threats - I called airbnb immediately. I'm curious if anyone else has experience this, and if not, beware that this can happen and the reviews you may rely on may not be accurate.
