I am looking for guidance on review dispute from a guest to a host.
We hosted a guest that was clearly looking to get out of their lease but was also intent on staying for a duration of their stay for a full refund or discounted price. Through meticulous and timely real time work with the resolution center we were able to prove most of the guest's reports were actually false and/or resolved very quickly. Notably they claimed they had no front door lock which I had to prove to Airbnb was not the case via a submission of video evidence, and a roach infestation that they personally denied themselves in writing, when we tried to access the listing to support in person. The guest ended up cancelling and opened over ten cases, each of which were fully resolved in my favor as the host due to the above.
However, in their review the guest posted factually inaccurate information regarding my listing referencing almost all the same issues including the door issue and roach infestation which we were able to disprove in resolutions. They also claimed the only resolution we provided was to make a rude and dismissive comment, which was definitely not the case we provided and documented two professional cleanings, an extermination, a full mattress replacement, and provided in-person support for each of their reports, including the false one.
Working with the team in advance of submitting the dispute for review, which is a form I am unfamiliar with; I became afraid as they mentioned the case is handled by a specialized team and is binding. I am unsure how to proceed and I am reading many comments here that factual errors (even if they are the guests own words) may not constitute a violation of Airbnb's review policy. In light of this situation, how can I make sure my case is accurately reviewed and what are my options for more proactive action? The contents of the review are so inaccurate to the experience, that I am worried for my livelihood and willing to look into outside legal options at a cost.
