In my case, I had a no show, but it was a bit different. Our guests are required to have a vehicle (4x4 mandatory) to access the house. This is a property close to the beach up in the hills of Costa Rica.
The guests were asked to let us know approximate time of arrival 48 hours in advance, but failed to. I had to contact them on their arrival day as I had not heard from them. I ask them to text me to let me know when they where 30 minutes away to wait for them at the bottom of the hill (which is the meeting point on the check in info we sent them). They called a few hours later freaking out, saying they could not stay at the house because their car would not make it (remember, the check in instructions said to call 30 minutes away and wait for us at the bottom of the hill). They kept going on and on as I tried to tell them to just wait at the bottom of the hill and my husband was going to meet them there as soon as he was available (he was doing another check in with guests that were on time and that had called prior to arrival). They kept saying there is not way their car will make it. I told them ALL 4x4 rental cars even the smallest ones make it up and down with no issues. I think they were probably really bad drivers or something was wrong with their car, I lost the call as I was driving thru a road with bad cell service, I tried calling back, but the call would not go thru. So I called my husband and I ask him to go find them as soon as he could, which he did about 15 minutes later but did not see anyone at the meeting point. They never called back.
I called AIRBNB in the morning to ask about the no show, I ask the AIRBNB representative what to do if they left a bad review and he ASSURE ME they would not be able to, since they did not stay at the property. And if they did, just to call back and they would remove it, because a guest CAN NOT leave a review if they had NOT STAYED at the property. So I was relieve.
I did not left the guests (not sure if I should called them that) a review since they did not stayed at the house. I honestly though they would do the same. A few hours before the dead line to leave a review, they left a 1 STAR review saying they DID NOT STAY at the property, as their car would not make it up the hill and how rude I was, and how I hung up the phone on them, went into saying we lied because you need a bigger motor and how we did not specified that (my son has a 4x4, 4 cylinders, motor 1200 SUZUKI JIMNY which is pretty much the smallest 4x4 you can find, and he makes it up the hill easily).
Anyway, his 1 star review would hurt us of course. So I called AIRBNB and ask them to remove the review and the 1 star. BUT THEY SAID NO ! because even though they did not stay at the property it does not violates their review policy ! Can you believe it?? So the AIRBNB representative was lying or did not know what he was talking about? I just don't get it. Basically AIRBNB is allowing a guest that did NOT stay at the property to review on ALL the aspects. How is that possible? I think I did everything in my power to help them even though they did not fallowed the check in rules. If something was wrong with their car, how I am responsible for that? they did not made it to the property: End of the story.
Anyway. I just wanted to let you all know this, in case this happened to you. MORAL OF THE STORY: DO NOT trust the AIRBNB representative on the phone, have him send you a message with what he told you. AIRBNB does not have our backs when we need them, their review policy is only a few lines and WILL allow a guest who is pissed off because he won't get a refund, to leave you a negative review even if they don't stay at your property. I though AIRBNB was different. I already took all my properties off BOOKING because of the same reason, they don't have your back when you need them (but they call you their PARTNER pffff).
Also make sure you leave your guest a review with your side of the story about what happened in case they leave a review a few hours before the dead line.
I will keep trying to fight back and try to get this review taking off. But I doubt that will happen.
As of today I was giving AIRBNB a 5 star for how great the system is, but I never had to contact them about a problem with guests before. They certainly don't have my most devoted love anymore.