Bad reviews

[Ayesha79]

Ok so I am hosting from 2 months and my guests were so happy, everyone leave 5-star. Until it happens. A guest booked for her family. They requested cook and maid. I told them additional charges for cook and maid.

upon their arrival, the next day I received message that the cook is not required and neither maid. As cook said he doesn’t know how to cook. Whereas it’s clearly mentioned in my listing that cook can only make certain items. Anyways, being the polite host, I said ok no problem if you don’t require now. I will not charge.

asked if rest is fine, she told everything’s good so far. 
so after checkout, as I m new and in my thinking they had wonderful time, I asked her to do give reviews.

first week she didn’t comment anything and then she responded with 1-star telling that it was rude enough for cook to say he can’t cook some item and even though I agreed on not taking any charges, she said he was there and he was using phone with speakers which disturbed sleep and thus totally disappointed experience, totally unwelcome house, and … my ratings from 5 goes to 4 with just 1 bad reviews 

i m so so disappointed with airbnb policy. I hired maid for 3 days just for the guest and I had to pay from my pocket as she cancelled the next day to their check in. Cook lives in basement as he’s also caretaker of the house and she pointed that he remained there even when we cancelled it.

the house, the overall stay everything was overlooked and she gave 1star for this 

how shall I respond. What reply should I give publicly. All my other guests were super happy and gave five stars all the way. 

[Guy991]

Hello @Ayesha79 ,

Sorry to hear about what happened to you. This is exactly why I don’t offer any service or product besides accommodation—no cooking, no cleaning, no tour guide—only accommodation.

Check Airbnb’s criteria for removing a review, then contact them and request its removal.

Here are some points to consider that might help:

• Irrelevant Content – The review does not mention the listing itself; it is entirely about the external service. Airbnb states that reviews should be about the listing, not additional services. If the cook and maid were not part of the Airbnb booking but an optional paid service, this could be considered irrelevant content and subject to removal.

• Retaliation – The statement “the owner repeatedly pestered me to leave a review” could be interpreted as an accusation, which might fall under Airbnb’s policy against retaliatory content.

• Personal Attacks – Referring to the cook’s behavior as “extremely rude” could be seen as a personal attack, which Airbnb may consider grounds for removal.

Since this review is about the cook and maid rather than the listing itself, it should be removed as irrelevant content.

I hope this helps. 

[Karen114]

@Guy991  I am with you on that one!  We just offer the accomodation.  Too many moving parts when other services are being offered and you are relying on others to execute.