Guest review retaliatory

[Rachel3224]

I recently started hosting my Guesthouse. I have been on Airbnb platform for 9 years with all positive feedback. I have hosted one other guest with a 5 star review. The last guest brought a 12 week old Rottweiler puppy to the guesthouse and would leave it for 14-16 hours a day. It was not house broken and was not contained. Needless to say, despite many requests for the guest to contain the puppy without success, I requested Airbnb to cancel her reservation. They did and she then refused to leave. I had to call the police to have her evicted. What a nightmare for a new host!!! I had to replace a lot of items and clean for a few days. Now she gets to leave a retaliatory review after all I have been through with her and the "canned' response from Airbnb is they cannot remove the review because it meets the parameters. Can anyone advise as to how a host can get a review removed from my profile from such a horrible guest. I feel like I have no rights 

[Taylor785]

Hi Rachel, 

I am sorry to hear this happened to you! That sounds terrible to deal with, and as adorable as puppies are, they can cause a lot of damage if left unsupervised.

I honestly have not successfully had a review removed as with many other hosts however, I have heard successful stories. Since their review system is AI, you have to cut out all emotions when requesting for a review removal. 

If you have tried once, and it was denied, I would call to escalate it with their team. Do not resubmit a second time, because you will not be able to dispute it again. 

Charge them for everything as well with documentation such as additional cleaning, broken house rules, damaged items, and other additional costs due to their stay.

[Rachel3224 · Accepted solution]

Thank you Taylor. I did charge her and of course she refused, but the Airbnb insurance paid for the damages completely which I was happy for. Today,I heard from Airbnb support and they removed her retaliatory review!!! I am happy with the support and outcome.