AirBnb Denied Claim to Remove Guest's 1 Star Review Even Though Guest Never Checked-In and AirbnB Agreed That His False Claims Were Not Valid Based On My Submitted Evidence

[Myettia0]

My second attempt to get guest's irrelevant 1 star review removed from my listing has been denied!

I had a guest who booked for 1 night, but never checked into the reservation. First he arrived on sight earlier than the appropriate check-in time and tried to enter into the listing, but was unable to get in because I had not authorized the entry code yet. I kindly explained to him that he would have to wait until the appropriate time to check in. He left and never returned. When I notice that he had not checked-in, I kindly inquired about it, but he was unresponsive for the entire day and I did not hear back from him until 16 hours later!

When he finally responded he said he booked another Airbnb because he never felt so unsafe in his life. He claimed there were individuals near the home, that were "staring and yelling," at him when he arrived. When I reviewed my outdoor Ring Security Footage and Audio, I found no such thing! The video shows him parking, briefly approaching the property, and then returning to his vehicle. There is no evidence of any interaction, confrontation, or behavior directed toward him as he claimed. The individuals referenced appear to be local neighbors outside their residence, and their behavior in the footage is calm and hospitable. The security footage does not even show these individuals engaging with him at all.  I HAVE ALREADY FORWARDED THE SECURITY VIDEO FOOTAGE TO AIRBNB SUPPORT TEAM AND AFTER REVIEWING IT, THEY ALSO AGREED THAT THIS GUEST'S CLAIM, "IS NOT VALID." 

 I declined his request for a full refund because 1. He never check-in to his reservation, 2. He did not cancel the reservation, but waited 16 hours to respond back to me while I actively tried to resolve any matters, and 3. He made false claims about his safety and interactions with the neighboring community!

I WANT THIS MATTER TO BE RECTIFIED QUICKLY.

Guest who make false claims like this, especially with evidence that substantiate his false claims, should have their credibility assessed. This false and irrelevant review is negatively impacting my listing and it is not fair to me as a host who works extra hard to provide high-quality experiences to my guest!

[Emiel1]

@Myettia0 

Guest who have arrived at the property are allowed to leave a review (review policy).

The review:

"My party and I had a terrible experience, ended up getting another Airbnb"

It is not clear which "terrible experience" the guest is referring to.

But the review itself does not violate Airbnb policies.

The "claims" are probably related to "terrible experience", but they are seperate entities.

[Myettia0]

“Arrived” but never entered  into the property? 

[Myettia0]

Airbnb policy states, “ 

• If a guest never arrived for their reservation or chose to cancel due to circumstances unrelated to the offering they booked, their review will be considered irrelevant because it isn't based on first-hand experience of the offering.”

This guest never arrived for his reservation because he never checked in to his reservation!