guests reviews

[Anonymous]

I want to contact Airbnb head office to find out if it is possible to get a guest's review removed. I have spent hours looking on the site for a way to contact them directly and it appears that there isn't a way to do this!

The review is entirely untrue and very damaging to my profile. Of the over 80 guests I've had I have not had ONE bad review. Everything she complained about was of her own doing and I had nothing to do with it. She didn't even arrive so never even met me. I would like to state my case so that the review can be removed ASAP.

Pls advise. Thanks. Helen.

[Jim-and-Marcia0]

Here is a link about how to contact Airbnb.

https://community.airbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

[Anonymous]

Hi Jim & Marcia

Many thanks for yr message. I followed yr link but when the directions got to Step 3: (The "Itinerary" from the reservation you chose will load in a new tab.  Scroll down and on the right hand side, you will see a section for "Customer Support".  Look below and you will see a phone number listed for your area.), there was no " Customer Support" section when I scrolled down. I'm pretty desparate to find out if Airbnb can remove my public guest review response and it's still proving impossible just to get in touch with them. It's really frustrating. Is there anything else I can do?

Regards,

Helen

[Lilian20]

@Lisa293 is right, getting a review from a airbnb user who did not stay as a guest goes against the most basic airbnb rule. 

[Lilian20]

Not very funny times, it's understandable but you don't have to get excited because of one bad review. 

[City-Limits-Ranch0]

@Anonymous  open a Twitter account and tweet them, then message them privately through Twitter to get the guest's review and your answer removed.  They should remove the guest's review because she did not stay.

People who do not stay are not allowed to leave a review and if they do, Airbnb will remove it.

If a negative review ever happens again respond with empathy "I am so sorry that Ungrateful Guest was unable to find my place and had not retained the contact number I sent before her trip.  Had she called me, I would have happily driven to her location and escorted her to my home."

[Anonymous]

Hi CLR

Thanks for your reply. I will follow yr advice and contact them via Twitter. And I will definitely not get myself into this mess again. As your example of a reply illustrates, a gracious reply in the face of criticism is the best way to go. 🙂

Thanks.

Helen

[Anonymous]

Thx JAT. You are quite right.  I over reacted as I thought the review that was sent to me (which was pretty hectic!) was what was posted publicly. It was a rush of blood to the head, and not the best way to have dealt with it! Cheers.