@Yvette290
Sorry this happened....
To be fair, if you are referring to the guest review complaining about broken hot tub cover and BBQ igniton switch not working, I think I would have given them some sort of courtesy refund. You did agree the hot tub cover was broken and you were planning to replace it. Not sure about the BBQ? The guests other comments about worn furnishings/decor are probably just sour grapes over the other issues and I wouldn't refund for that. This was a 3-star review and many Hosts are getting 1-star, revenge reviews that they can't get removed.
That said, they still might have left a negative review, even if you gave a refund, but at least you could have mentioned that in your public reply to their review. There is nothing I can see in the review that would violate Airbnb review policies and even if it did, many Hosts haven't been able to remove reviews that do violate Airbnb policies lately.
You can always file an Arbitration claim with Airbnb under their Terms of Service - Section 22.
