Please Help!
AirBNB refuses to remove a false review posted by a guest. We submitted 2 requests and they just send us an automated message saying our review cannot be removed!
We had started a reimbursement request with AirBNB about Guest A who had a party and damaged the place and broke a lot of our house rules. When we uploaded videos on AirBNB of evidence of guest violations; they SUSPENDED our account.
After making many calls to AirBNB they determined that our account was suspended by mistake and they reinstated it back within an hour. However, in the meantime, we had Guest B check in to our property. After a few hours we see AirBNB has cancelled Guest B’s reservation and that guest got a full refund of their booking back.
We started to panic that the guest was living on our property for free without a valid Airbnb agreement. We asked AirBNB to contact the guest to have them rebook, but they were unable to contact them and in the end left us on our own to make a decision. Either we contact the guest ourselves and have them rebook the place or get them evicted.
We met the guests outside our property and they were totally fine to be rebooked understanding that this cancellation was done by AirBNB and not US.
During their stay, the guests had no complaints and had a good time.However, after the stay they requested a full refund of their stay and left us a negative 1 star review. We are Superhosts and have been receiving only 5 star reviews. Is there anyway we can get this removed? AirBNB is the reason this reservation got cancelled and the guest had to rebook. However, they don’t even bother to read or see the attachments to show that the Guest’s review was retaliatory. Please advise!
