HI @Paul---Amy0 ,
Interesting conundrum presented here! I am unaware of any formal pathway to remove a guest for this aspect. It seems you would be stuck with a cancelation initiated on your end, which is something to be avoided, obviously.
Here's some thoughts:
- for the bad reviews, can you determine what the issue was? If it is for something where the guest violated house rules or AIRBNB rules and you worry it will happen at your listing then that may be grounds for AIRBNB to get involved.
- if you can't determine the reason for the lower review, have you reached out to the host that posted it to ask for some details? I have done this once with a guest with a 4 star review and didn't have any problem with keeping the reservation after feedback from this host.
- alternatively, you could have a frank conversation with the guest. "Hey Guest, would you mind adding some background into your experience at blah, blah where the host gave you a "insert rating here"? We just want to make sure this is a good experience for both sides?
- if the issue for the low rating was something like, they parked in the wrong spot, didn't follow check out instructions, were on the messy side, you could just make sure that your messaging is really clear for whatever issue. If it is a case in this scenario, for our listing at least, I wouldn't be too worried, I would just chalk it as par for the course and alert my team if needed.
Good luck with this guest!