HELP with bad client reviews

[Ms-Dee0]

Hello everyone ! Firstly, please know, i am a super host, with 27 X 5* reviews, and i am dealing with a client that attempted to host a group of 30 guests in my home, where she paid for 4 guests. After getting caught, they made it their agenda to submit false information about my listing. Not only a 2* review, but several complaints that triggered Airbnb to think i am not following ground rules. I have appealed the ruling, yet, i am schedule for deactivation on sept 12. i am a single mom, and Airbnb is my only source of income. I have tried all i can to reach someone in trust and safety, only to be continually sent a generic email, that after their investigation they have found i am not following ground rules.   I have yet to see evidence of such claim, and the information provided to me in very vague. I am not feeling supported or protected by Airbnb, especially having EARNED super host status. What’s the point of the program, if a client can make up lies, and we have no RECOURSE to protect our investments. PLEASE if anyone has suggestions or knows how to get to an actual human, in the trust and safety department i would be forever grateful !!!  Thank you, Dee 😞 

[Bhumika]

Hi @Ms-Dee0 , I am sorry you're facing issues with the listing; I cannot imagine how worrying this situation must be for you.

Have you got in touch with Airbnb Customer Support again regarding the same? 

Kind regards,

[Ms-Dee0]

Hi there Bhumika, thank you. Well i pushed and pushed, and finally got a second chance at an appeal. So my appeal is in for review again. This time i stayed matter of fact about the case, and left out my emotions. Let’s see what happens. I am honestly praying on it. To rebuild from scratch would be disappointing to say the least, but I am prepared for what it may be at this time. 

[Bhumika]

Thanks for the updates @Ms-Dee0 , do keep us posted of the final updates. 

Please know if you need additional support or guidance from other hosts, you can always reach out to the community 🌻

Kind regards,

[Ms-Dee0]

I very much appreciate that. If you’re able to check on the review. That would be epic. I have been awaiting a conclusion. I can provide a reference number if need be 

[Michelle3861]

You can follow up with Superhost support. You should be able to get the review removed if it was clearly retaliatory. Eg A guest broke a written rule, you pulled them up on it and as a result they wrote you a bad review. I think retaliatory is the first one in the list that you select. You just need to prove it with a record of messages sent to guest about the rule.