Guest Extortion & Retaliatory Review

[Meaghan-and-Brandon0]

Hello,

My wife and I have been superhosts for several years now with 6 properties listed on Airbnb.  

We received a retaliatory review in response to not giving a guest a free night, as it was very clear they were extorting us.  

My understanding is that extortion is against airbnb’s policy, and we are seeking to have this all 1 star review removed, however we have not been able to talk to anyone at Airbnb who has the ability to do so. 

We have almost 1,000 reviews and have been committed to Airbnb since 2019. Any help would be greatly appreciated. 

Thank you so much,

Brandon

[Marie8425]

@Meaghan-and-Brandon0 

The review would be retaitory if her statement of seeking a 1 night refund because your rental did not have water for a significant amount of time.

Did you have a water problem that severe?

[Meaghan-and-Brandon0]

@Marie8425 Hello,

our understanding was the guest was out of water for around 2 hours, due to an outage that affected over 300 homes. The guest left all 1 stars including check-in and cleanliness. The guest clarified that they would leave a review after their refund request was settled, which is a polite version of extortion. 

[Elisa]

Hi @Meaghan-and-Brandon0 😊

I am sorry about this situation!

Did you have a chance to read @Marie8425 's comment?

[Meaghan-and-Brandon0]

@Elisa Yes, I just replied above. We are still very frustrated with this situation and in shock that Airbnb will not follow their own publicly advertised policies and procedures with regard to retaliatory reviews.   Is there any way you can connect me to an executive at Airbnb?

Thank you