Airbnb have refused to remove a damaging 1 star review that clearly meets their review policy guidance for removal.
The situation: a guest arrived one hour early at the property and then departed one hour late. I'm usually flexible with my check in/ check out times so long as there is communication. However, on this occasion I applied an extra charge through the resolution center for late check out because the guest refused my cleaner entry to my property at check out time. They lied to the cleaner, claiming they had been given permission to stay late. As a result my cleaner waited on the street for 40 minutes until they let her in, and the house was in a state. I had to pay for an extra hour of cleaning for the time she was waiting outside. The guest then refused to pay through the resolution center and left me a one star review saying I had "demanded extra money for nothing".
Although Airbnb reimbursed me for the charge the guest refused to pay, and told me the guests account would be suspended if this happened again, I got an automated response denying my request to removed the review since it is retaliatory.
In terms of their policy they state -
"For example, guests should not write biased or inauthentic reviews as a form of retaliation against a host who enforces a policy or rule."
And
"[Hosts] should feel comfortable hosting guests without worrying about the possibility of receiving a retaliatory review. You can dispute a retaliatory review . . . from guests who commit a serious violation of policies[.]” To be considered for removal, the Host must "demonstrate a serious policy violation and that [Host's] enforcement of a policy led to the retaliatory review." Serious violations of policies, according to Airbnb, include guests that (1) damage property, (2) overstay their reservation, and/or (3) violate house rules."
The guest did commit a serious violation in overstaying their reservation and refusing my cleaner entry. And the review is clearly biased / retaliating since it was submitted after I enforced a late check out policy that the guest refused to pay.
Any advice on how to get this review removed and handle airbnbs customer service would be much appreciated!
Zoë
