Horrible guest, bad reviews

[Namita0]

Hi Hosting Community,

In August I had a guest who as soon as she checked in called me at my work to ask where the iron and where the washing machine are.  Long story short I called the airbnb to cancel her trip.  I got busy and only 3 days ago I saw she had left a horrible reviews.  Because I missed the window of writing a review and respond to her reviews, her review is there mocking me!  I don't know because of that review or there are not many potential guests, I have not gotten any booking for last 3 weeks. Questions a) what are my choices b) do you also have a dirth of guests?  I am in Watertown, MA

[Alicia753]

Hi @Namita0 dealing with a negative review on Airbnb as a host can be challenging, but there are steps you can take to address the situation. Here are tips I can recommend if you wish to dispute your guest's review. 

Before initiating a dispute, ensure that the review violates Airbnb's content guidelines. Reviews must be relevant, appropriate, and non-discriminatory. If the review contains falsehoods or violates these policies, you have grounds for a dispute.

Reach out to Airbnb through their help center. Explain your situation and why you believe the review violates their policies. Provide any evidence you have collected. Collect any evidence that supports your claim. This might include messages exchanged with the guest, photographs, or other relevant documentation.

Review disputes can take time as Airbnb needs to investigate the matter thoroughly. During this time, continue to provide excellent service to other guests to improve your overall rating. I hope this helps! 

[Joan2709]

Hi @Namita0 

You should always leave a public response to a negative review. As a Host you can do that. Be non-emotional and address any issues she mentions factually (don't respond to anything not in her public review). Honestly take responsibility if you are at fault for something and explain what you have done to correct it. Whatever you do, do NOT resort to punitive, accusatory language. Your public response is really being written for the benefit of future guests, not necessarily the one who complained. 

After reading her review, she mentioned she didn't have access to the Washer/Dryer (unless staying 2wks)? I looked but didn't see anything in your listing description that mentions that limitation. I would definitely update your listing description to mention that ASAP, and/or change your restriction to a narrower time frame.