Dear Airbnb Support Community,
I hope this message finds you well. I am writing to express my concern regarding a recent 4-star review I received, which I believe to be unjust and incorrect. As a dedicated Superhost with 99% of my reviews being 5 stars, this review has come as quite a shock and is causing me significant distress.
The review in question highlighted three main issues:
Communication: The guest mentioned that my communication was not fluid. However, I met with them three times during their three-night stay and consistently communicated in a friendly and open manner, regularly checking if they needed anything. I believe I provided exemplary communication throughout their stay.
Kitchen Facilities: The guest expressed disappointment with the kitchen facilities. My listing clearly states that the kitchen area does not include a cooker but is equipped with a microwave, air fryer, egg cooker, and other amenities. The facilities provided match the description exactly, and I ensure all potential guests are aware of this before booking.
Cleanliness: The guest mentioned finding a cobweb and thus rated the cleanliness lower. I maintain my apartment to the highest standards of cleanliness, and I would need to see a photo of the cobweb they mentioned. My cleaning routine is thorough, covering ceilings, lights, walls, and all other areas.
I have addressed these issues openly in my reply to the guest's review, but I feel this 4-star rating is an unfair representation of my hosting standards. I take immense pride in maintaining a top-quality experience for all my guests, and this rating could impact my standing as a Superhost.
Could you please advise on the steps I can take to have this review reassessed or removed? Your support in resolving this matter would be greatly appreciated.
Thank you for your understanding and assistance.
Best regards,
Caroline
