And here is my reply that never got answered ....
Dear Ryan,
Thank you very much for your time and your listening.
We were not calling to complain the review of Ms. Stella XXXX, instead, we were calling to ask for help from the community spirit of Airbnb.
This is a simple case of guest came to an apartment with wrong expectation without reading any description. Under normal circumstance, we wouldn't have bother to pick up the phone to call. However, when it comes from a high level colleague of the Airbnb team, we feel the need of voicing it to raise awareness.
We have multiple listings solely with the Airbnb platform because we believe that as a community, Airbnb has been striking to encourage host to provide the best experience, while also assist in managing expectation from guests side.
However, recently we have been receiving guests came with wrong expectations, guest who wants a banana yet buys an apple and complains the apple is not soft enough. We understand that as the platform is expanding prosperously, inevitably guest type will be more various as well. Yet if such a bad experience is from someone representing Airbnb, it needs to raise serious concern.
A guest comes to a listing with wrong expectation is definitely a lose-lose situation for both side. Neither the host nor the guest would be happy at the end. There will never be the most perfect listing to everyone, but there will always be the most suitable listing for someone.
As a host, what we can do is to honestly describe the advantage and disadvantage of our listing and provide solution to minimize it's drawbacks. In the case of our listing, we installed double glazed window and offer ear-plugs. But we cannot go to the middle the street to ask the party people to leave in order to have peace for our guest. However, just because there is situation out of our reach, does not mean that our listing deserve a low star rating!
If the people such as Ms. Stella XXXXX who representing Airbnb cannot set themselves up as a example to delivery the right message to other users, there will be more situation like this happen, resulting in bad experiences for both the hosts and the guests.
That's why as a host, we think this is a situation that needs to raise awareness from Airbnb. We need Airbnb to help us delivering the message in order to manage expectation before booking. This way, you can really help us provide better experience for future guests, and to help guests find the most suitable listings.
Thank you very much again.
Cheer