I just had this issue with a guest that left a 1 star review and it was Airbnb who called me to book the reservation! The guests as they had a previous issue with the last location, right there I should have already known something was afoot. Apparently it doesn't matter how much time, money and effort you spend to keep Superhost status and it is all worthless. Needless to say my Superhost status is gone after just 1 bad guest review.
The guest came and was very disrespectful to the space; she had extra guests, broke several items including my washing machine, smoked in the house and I clearly have a no smoking policy, etc. Because we are friendly and accommodating they requested to extend the stay off Airbnbs books and after I denied her was when they turned up the heat. And to put the cherry on top this guest on multiple occasions threatens to extort me into paypal her 'damages' outside of Airbnb!
Thinking Airbnb would handle it I opened a case with Airbnb but Airbnb refused to acknowledge the guests lies(with verifiable proof), violations, and blackmail toward me. Yet when every rep I spoke to understood and acknowledged but nothing was ever done because it is policy not to remove reviews unless its extortion, blackmail, or threats to review. And these must be written they cannot be verbal.
In Real Estate industry guests like these people are referred to as 'professional tenants' they know the rules and loopholes and exploit them to their gain. Airbnb is not wise to this nor do they care to investigate, they put the burden on the community and unsuspecting hosts to get slammed as they make 'notes' and they will reassure you that "they won't get far."