Airbnb guests admits to 5 accounts. left retaliatory 1 star review of my property they never seen or stayed at.

[Conner11]

This week I had an airbnb guest attempt to book my property using instant booking. They had multiple bad reviews on there account with one the week prior. Because of the multiple bad reviews I declined the booking. 1.5 hours later the user booked my property again, under the same name, with another account login. This account had 2 positive reviews so it got around airbnbs instant book rules and instant booked my property. I immediately messaged them and said you cant book my property you were already declined. I then called airbnb and explained to them what is happening. They agreed with me what is happening and canceled the booking. The next day I get this review... 

"This was by far one of the worst stays I have had on Airbnb. The cleanliness of the property was extremely poor — the place was dirty and clearly not properly cleaned before my arrival. This alone made the stay very uncomfortable. Airbnb canceled the reservation in my favor due to against terms and service to circumvent multiple accounts to book a property. So they never seen my property all this was untrue and retaliatory
The host was also highly irresponsible. Communication was difficult, and issues I raised were either ignored or not taken seriously. Most unacceptable of all, the host canceled my reservation on the last day due to their own personal reasons, which is completely unprofessional and caused significant inconvenience and stress. This reservation was canceled an hour after they booked it via airbnb customer service siding with me. We had no further communication. So a majority of this whole statement is retaliatory because he was denied booking from breaking airbnb rules.
I would strongly advise future guests to think twice before booking this listing. Based on my experience, the host does not meet the basic standards of cleanliness, reliability, or responsibility expected on Airbnb." Again another statement that was retaliatory. END REVIEW.

This is the 2nd time I have ever asked for a review be removed. The 1st time was a guest not getting refunded within 2 hours of an agreed upon full refund....  I had never sent a full refund before, they called airbnb to get the refund done and were angry they had to call... I didnt know we had the power to credit someones credit card instantly.

How do I get Airbnb to stand behind there own rules ? Why on earth does airbnb support these kinds of people being on the platform...

[Lorina14]

@Conner11 

I’m sorry about your situation. I would read the CC about how to remove retaliatory reviews as there is a trick - if you do it twice via their system the AI bot automatically denies then you can’t appeal. @Joan2709 mentions best practices to trying to get a review removed in a thread but unfortunately many are unsuccessful with the new AI involvement in appealing reviews even if they break Airbnb terms and conditions. If you are getting nowhere with support even stating the terms and conditions and how this is in violation of it, I would consider using doing a call out on social media flagging Airbnb’s official accounts and that seems to get their attention. 

[Joan2709]

@Conner11 

Yes..this is pretty bad on Airbnb's part. They need to remove this review since the guest never stayed. Their system is seriously flawed if it can't even recognize why the review should be removed when they themselves cancelled the stay. This is another reason to turn OFF Instant Book.

That said however, I don't see the review you mention on your listing? Perhaps it was already removed? There is another 1-star review there though.

Might I suggest you remove the ALL CAPS from your listing description. ALL CAPS is to convey shouting at your audience, which I'm guessing you really don't want for prospective guests.

[Emilie]

Hi @Conner11, 

I'm sorry to hear you ran into some issues following a recent booking. I can't seem to find the review on your account so I wanted to check in with you -were you able to find a solution with the help of the Support team?

Thank you for keeping us updated, if you get the chance to pop back here. 🙂

Emilie