reviews

[Mark-and-Julie2]

I am a bit miffed with Airbnb over several issues with reviews and some of their policies are just dumb

first issue was we had a number of 5 star reviews why we had a co host looking after management of our home .

this company decided one day not to continue to manage Airbnb or any other furnished property. we thought just transfer

listing into are name ?

but know Airbnb said you will have to create a new listing and you will lose all your reviews as they

belong to the management company, even though it is your property?

second issue, we had the very first guest on the new listing and she wanted to extend her stay

at short notice. We had another 30 day booking already locked in 3 days after her departure date.

we offered the extra 3 nights with a substantial discount but she got upset we wouldn't take her credit card 

over the phone or cash direct for extra nights. Because of this she left a very malicious review that was complete lies and left

low star ratings on many areas just to spite us

I complained to Airbnb about this review as they can clearly see the conversation we had in Airbnb messages

but they refused to remove this review even though I was defending their fees as this guest wanted to pay direct

outside Airbnb

they say if I get enough positive reviews it will eventually outweigh this negative one? this review also stops me from

being in the Airbnb plus category and just to really rub it in they keep saying I could do better as a host if I got

my star rating up. I think I am starting to realise the downside of one player being so dominant in the market 

[Rowena29]

HI @Mark-and-Julie2 

I understand your frustration re losing reivews associated with your property.

Unfortunately though the reviews are associated with the HOST ( super HOST not super LISTING) as it the platform is really about what the hosting experience.  In you case it has not worked to your advantage, but if you company had been dreadful for example and you deicded to take over than you would probalby be really happy that you didn't have to "carry" the bad reviews for a managements company that were not your fault.  

RE the malicious review, you read stories like this again and again on the boards.

HOwever as you have in writing ( I assume through airbnb messaging) that this guest tried to involve you in transactions outside of airbnb you probalby have quite a bit of ammunition.

I would try ringing CS again and insisting that your case be escalated to a supervisor. BE prepared to spend time on this and it also helps to have airbnb's only policies to hand so that you can directly quote from them.

Other hosts may have more specific help.

Good luck!