Airbnb Refuses to remove Retaliatory Review

[Ozan124]

Hi dear community team,

I received one star review including with all negative quick comments.  Initiated support case not really supportive and 2 removal request with strong evidence denied by Airbnb. Finally i came here highlight issue. i wish to relax now due to most home owner like me face same issue which is get resolved.

First, I want to state that I own three homes listed on Airbnb. These homes have been providing quality service to my guests for two years. As a result, I have earned the "Super Host" title. Over the past two years, I have 21 guest reviews and 8 host reviews, totaling 29 reviews. However, the guest in question has only been on Airbnb for 11 months. They have two travel experiences and one review, which is mine.

To make long story short, guest review violets article 3582 and 2673 (the guest's detailed feedback should include mislead and deceive Airbnb or future guests. -guest detailed feedback that are include retaliatory, retaliate against me home owner -guest manipulating future guest and exploit review system)

Guest Detail Feed back:
- Check in: one star with comment unclear instruction, unresponsive host, hard to get inside (Photo 1,2 and 3 show that: Home owner contacted guest 8 days before trip. Clear instruction are given and host is responsible)
- Cleanliness : one star with dirty/dust : ( I have video before guest entrance, if it is requested will share)
-Accuracy: one start with comment unexpected rules, noise and inaccurate location ( Photo 1 and 4 show that location given properly and many supportive location shared in the guidebook. Noise made by guest in midnight , my neighborhood call police because of guest behavior.
-Communication: one star with comment slow to respond, not helpful, missing house instructions ( All WhatsApp record shows that how i communicate respectful. Photo 4 shows that host is Helpful, shared extra guide to improve guest trip including cafes, restaurants and historical places.
- Location: one start with comment not much to do, not private (This property is ultra-luxurious. The property includes indoor and outdoor pools, an aquapark, gym, spa, jacuzzi, steam rooms, full-size football and tennis courts, cafes and restaurants with sea views. It is clearly evident that the property is one of the most upscale residences in Baku.)

In conclusion, all feedback written by the guest does not reflect the truth. The evidence I have provided is clear and simple.
It is clearly evident that the feedback was written by the guest to destroy the host's reputation and respectability

My request as a host is, article I demand the immediate implementation of code 2673. I wish for all home owner the immediate removal of the aggressive and retaliatory guest's feedback.  

[Joan2709]

@Ozan124 

Do you suspect the guest retaliated because they caused noise and the neighbor called police at 1am? Did Airbnb contact you about the noise complaint from the neighbor?

What sort of previous reviews did this guest have?

We cannot see your communications between the you, the guest and Airbnb.

House Rules - Missing Quiet Times?

Your House Rules don't show Quiet Times? I would add that ASAP. Below is an example of how Quiet Times appear in House Rules:

Since you didn't have Quiet Times listed in your House Rules, not sure there will be anything you can do about the 1-star review. If you had Quiet Times listed, you could have tried to get the review removed based on the guest breaking house rules and then retaliated. However, these days Airbnb is not removing reviews even when it is clear the review is retaliatory.

Missing Amenities

Even though you didn't ask....I noticed Airbnb says you do not offer "Essentials" to guests. Essentials are TP, soap, towels and linens. That could be negatively affecting your search rank:

[Ozan124]

Yes, Dear Joan definitely. My neighbor called me at that midnight while i was sleeping.  Then neighbor went to speak with guest. Due to guest's behavior and continues noise the solution neighbor found was to call the police.  Because the police got involved, the guest tried to satisfy himself by giving all feedback one star, thus retaliating and harm against the host.

Guest account on Airbnb since 11 months. They have two travel experiences and one review, which is mine.

Airbnb contact with me ask these questions. (Attached)

Thanks for proactive support. Essential materials are providing already i added right now both.

Even missing quiet time in the house rules, not give opportunities to make loud at midnight. We are human being, as we are guest if discomforting neighbor we take care more and focus solution.

Whatever  happens, it is not give right to guest make review one start all feed backs which are check in, cleanliness, location.  Therefore, i highlighted guest retaliating and harm against the host then submitted to Airbnb with all evidence WhatsApp records. Unfortunately, for which reason i don't know, Airbnb refuse review removing request twice even i shared strong proof.
 

I hope Airbnb immediate implementation of article 2673 then remove this guest's review as soon as possible.