Guest violated house rules in the first place and left a retaliatory review

[Eric-And-Grace0]

Hello Airbnb administrator,

Thank you for your attention to this matter.

I would like to report a guest who repeatedly violated our house rules, had multiple unpleasant interactions with our cleaner, and left a misleading, negative review in retaliation. The guest arrived unannounced at 3:04 pm, despite agreeing to a 4 pm check-in time, and was aggressive toward our cleaner, insisting that he leave immediately while he was still preparing the cabin. Additionally, the guest did not leave by the 11 am checkout time. When our cleaner arrived at 11 am, he found the guest still inside the cabin. When he knocked to check in, the guest responded with hostility, resulting in additional service fees due to the delay. The reservation number is **, and guest is **. 

delayed check outannounced check inproperty damageproperty damage

After the stay, the guest left a negative review with several untruthful statements, including complaints about the air conditioning. We have a brand-new split unit AC that functions perfectly, as confirmed by both our current guests and our recent inspection. It appears the guest simply didn’t know how to operate it, despite an instruction manual being provided and our readiness to assist if she had contacted us.

As Superhost, we dedicate ourselves to providing an excellent experience for all our guests. And this incident is heartbreaking to us. Due to the guest's rule violations, delayed checkout, and the retaliatory nature of the review, we believe it violates Airbnb's review policies. According to Airbnb policy, reviews from guests who have broken house rules in the first place should be removed, and we kindly request your help in doing so.

Thank you very much for your support and assistance in this matter.

**[Personal information removed -  Community Center Guidelines]

[Mike-And-Jane0]

@Eric-And-Grace0 there are no Airbnb administrators here as it is a community centre. If you want to try and get the review removed it needs to clearly fail the Airbnb review criteria and you need to ring/message Airbnb.