FALSE REVIEWS ON AIRBNB

[Anita1312]

Hi everyone

A guest lied on a review on airbnb.com and airbnb has refused to remove the review despite all the evidence sent to them. I now have a bad review plus my review points has come down from 4.97 to 4.87. How do I resolve this? I have removed my listing from airbnb temporarily while I explore other booking platforms like VRBO and booking.com

[Joelle43]

Hello @Anita1312 

There seem to be so many posts regarding this same issue and feel for you.  You can try contacting CS again and ask to speak to a supervisor if your documentation negates what the guest has alleged.

As a host you have a right to reply to this review so you can  calmly and professionally respond to the false allegations left by the guest under his public review that future guests will read.  

Good luck Anita

Joëlle

[Anita1312]

Thanks Joelle. I have tried but to no avail.

[Joelle43]

Hello @Anita1312 

It sounds like this guest also gave the run around to another host in December and this host explains that he never even stayed as it wasn't what he expected!!  Could you use this guest review to support your grievance?

I'm not clear from your reply to his review if he booked the wrong listing from the beginning, as you have three listings or if you changed his reservation to another one?  

You have fabulous reviews Anita and repeat guests so that will go a long way to reassure other guests that you are a great host but I do understand how this review hurts you on so many fronts.  I think you left him an OK review so that's a bit tricky as other hosts won't be on their guard the next time he tries to reserve a place.

[Anita1312]

Hey Joelle

She booked according to the airbnb link. And she was aware of which apartment she booked. She collected the key from reception and did not send any message complaining about the apartment or that it was not up to her expectations. I sent airbnb all the screenshots of our conversations and airbnb still refused to assist in the matter. I am hurt and feel betrayed by airbnb.