@Emilie ,
I’m experiencing the same issue again with a guest who left a 1-star review after I refused to provide a cash refund following checkout. The guest stayed on my property for over four hours after the official checkout time. Although he was not intoxicated, he repeatedly insisted that I should allow him to remain in the backyard with his belongings, which is still part of my private property.
When I told him that any refund must go through Airbnb, he became aggressive and entered my private home area (separate from the Airbnb unit) through an accidentally unlocked door. I had no choice but to call 911 for safety. During this incident, he used offensive language and made inappropriate gestures toward me—both captured on my exterior security camera.
Despite this, his review (“don’t go here”) remains on my listing. This review is clearly retaliatory and has severely affected my business, as I have not received any bookings since it was posted. I’ve already disputed the review twice, but both times it was rejected. I am wondering if Airbnb actually reviewed the chat messages showing that he stayed four hours past checkout and the documented 911 call.
Please help me escalate this case or have it re-reviewed, as this situation has caused significant harm to my business and reputation.
Thank you for your understanding and support.
