Airbnb declined to remove review when the review the guest left about my place was factually incorrect.

[Rich4805]

Ada’s review won’t be removed

Thanks for bringing your concerns about Ada’s review to our attention.

After reviewing the details, we found that Ada’s review follows our Reviews Policy. This means that it won’t be removed from the Airbnb platform.

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Ada’s review

Rich was very friendly and responsive. Unfortunately, it smelled a bit musty in the room and since it is on the ground floor, the street was audible at night. It didn't match the photos in the listing. Overall, we had a good stay.

Your reason for removal

The review is irrelevant.

The guest mentions that the room is on the ground floor which is incorrect. The room is on the first floor. The guest left factually incorrect information and therefore the review is irrelevant and unhelpful and needs to be removed

[Jennifer1897]

Hi @Rich4805 I know in different parts of the world we refer to floors or levels differently, but to me personally the ground floor is in fact the first floor (The one at ground level). I would refer to anything below the first floor or ground level as a basement. Unfortunately, as Airbnb stated I don't see any violations or inaccuracies in her review that would warrant removal. 

That being said, despite what "level" the accommodation is on, the more concerning factor you should focus on is the smell that she mentioned. This is what potential future guest will more likely focus on when considering your accommodation. You can always write a short and polite response to any review a guest writes for you and address any issues mentioned. 

[Rich4805]

Hi Jennifer, I appreciate your point of view, but in Spain where I'm hosted it does matter. More so that most people have apartments and I in fact have a street access house, so whilst definition may appear irrelevant, the review is still inaccurate for the region ergo irrelevant and unhelpful.

[Rich4805]

Your reason for removal

The review is irrelevant.

The guest said that the room had mould in it AND IT DOESNT. i paid a woman to paint the room before the guest arrived. The room was painted 2 weeks prior and I have time stamped photos to confirm there was no mould after it was painted and before the guest arrived. The guest had no photographic evidence and upon inspection there was no mould afterwards. The guest has left factually incorrect information which is unhelpful and irrelevant and needs to be removed. 

[Post merged by Community Manager to keep relevant  and similar discussions from the author in one place]