Guest left a 3 star review with incorrect reason because we asked for reimbursement for one of their damage

[Ruken1]

I am a Super Host since I began my Airbnb journey 2 years ago. And we only had 5 star reviews so far which I am so thankful for. I had a nasty guest staying recently and they left us a 3 star review (anything below 5 star for the first time and we have 50 reviews) and because you have to give a real reason in giving bad stars, she lied and said I didn't send her the location and she had to Google it. Totally incorrect because there was no other reason. She said one bedlinen was not ready which was solved right away as well because the team was present working when they arrived and we offered service everyday of their stay. The type of guest you know won't be good right after they booked- she was just agressive and malicious. Can I report to delete this review? Because she gave wrong information and left us a 3 star just because we asked for reimbursement for the decoration they broke (which we asked half the price of) It was a terrible experience for us and she left a bad review just to take revenge. Can I do anything?

[Zheng49]

You can try to get it removed on basis of it being a retaliatory review. However, I just looked at the review she wrote and it's kind of neutral in tone and does present her side of the story with some good points and info. So it's a wash. 

I wouldn't count on every retaliatory review to be removed all the time. Would be nice in an ideal world though. 

[Ruken1]

Hello, Are you a host yourself? What do you mean 'All the time'? I didn't understand what you mean.

I am asking this question for the first time.

I am guessing you need to give real reasons to give stars beneath 5 stars for areas, and because she couldn't find something for accuracy: she completely lied and gave the reason being I didn't send location of the property. Which of course I did, one night in advance with all other info, address etc.

There was no problem from our side. 

And they were damaging to the property etc. 

She had a terrible attitude so that's why I am asking this question. There was no mistake we did. 

Our rules in the house were not convenient to her- because they had a baby and wanted to be free to damage more. So she gave that reason while she was being super controlling from the get to. I never had to message someone so many times before they arrived. She wanted us to change everything in the system.

You sound sarcastic and or are you angry at something?

[Oksana127]

Dealing with a negative review, especially one that feels unfair, can be frustrating. Here’s how you can approach this situation constructively:

First, reach out to Airbnb Support and politely explain the situation. Focus on the inaccuracies in the review, such as the claim about the location and the resolved bedlinen issue. Be specific and professional, providing screenshots or evidence from your communication with the guest if available. Emphasize that the review contains false information and may violate Airbnb’s content policy. However, keep in mind that Airbnb rarely removes reviews unless they clearly violate the guidelines.

If the review remains, respond publicly with a calm and factual tone. Avoid sounding defensive or emotional, as this can impact future guests' perception. For example:
"We’re sorry this guest didn’t have a positive experience. The location details were shared prior to arrival, and any initial issues with the linen were resolved immediately. We always strive to provide exceptional service, as reflected in our consistent 5-star reviews over two years."

Take this as an opportunity to grow. Evaluate if there’s anything in your processes that could be improved. While the guest’s behavior seems difficult, ensure your communication was clear and professional throughout their stay.

To maintain Superhost status and attract great guests:

• Stay consistent with clear, friendly, and professional communication from the moment of booking.
• Set boundaries respectfully but firmly when addressing damages or issues during a stay.
• Document every conversation and issue resolution to protect yourself if similar situations arise.
• Regularly update your listing to ensure it reflects your property accurately.

Finally, don’t let one bad review discourage you. Your 50 glowing reviews will outweigh this one in the eyes of most potential guests. Keep delivering the exceptional service you’re known for, and this will be a minor bump in your hosting journey!