cancel and review

[Miko--MichelAngelo-0]

last week i had some guests who cancelled their reservation and then were arguing about the refund of reservation...
they theatened me to write a bad report if i didnt refund some money.
(by the way, they left the city following a huge terroristic attack, and not any problem about the house)
i agreed on that, after being assured by airbnb staff that cancell,ng the reservation they would have not any right about wrtiting a report.
now... their bad report is published on the website, it abstructed me to have a super-host status. i was assured by airbnb.
in this way i have got all the price of the problems; i refunded the guests even if i didnt put the bombs in the airport and these guys are enjoying the bach holiday still in "dangerous" turkey, with my money.
what can i do?

[Destiny3]

You should give them a call, or send them an e-mail - but be patient these things take time to resolve

[Miko--MichelAngelo-0]

thank you, who is "them"? airbnb?

what is the right email adress or telephone number?

please

[City-Limits-Ranch0]

You should at least reply calmly and considerately to their review.  Did they stay at all?  If they checked in then they would pay for the first night and can leave a review.  However, if you have proof that they tried to extort money from you in exchange for not leaving a negative review, Airbnb will remove it and block them.

Say something like:

I am so sorry that these guests had a bad experience during their trip.  Terrorism is awful for all of us. Even though they were not directly affected, I can understand why the guests felt unsafe and decided that they had to leave the city which meant cancelling the remainder of their reservation.  I don't believe there were any problems with the accommodations I provided.  I do believe that writing negative reviews in an effort to receive undeserved compensation is unfair to hosts.

[Miko--MichelAngelo-0]

thank you, you are right.

i will write smtg like this.

1) the problem is actually that airbnb assured me on the phone that they would have not had the right to write a report... we were talking in order to make it clear the flexible cancellation policy 

2) and the second problem is that they wrote that i dont pay them back the refund, when i actually did it. so isnt that a lie?

but thank you for your call to be calm and reasonable

[City-Limits-Ranch0]

Can you put the url of your listing on here?  My browser doesn't let me click on your image and see your listing.

If you contact AirBnb again and explain again what you were promised, they may be able to do something for you.

If the guest has lied and said you would not refund them, but AirBnb can see that a refund was processed, then they may be willing to remove the review or at least that part of it.

You can also answer the review with a calm statement of the facts.

If you sound calm and concerned, anyone reading the review is likely to appreciate how well you communicate and how considerate you are even when attacked.  I know I would.