Host left a review that violates several Airbnb policies yet Airbnb will not remove it.

[London42]

I recently had a very poor experience at an Airbnb stay.  Upon entry, we noticed a lack of cleanliness, spiders, broken equipment issues, as well as missing items photographed on the listing to include, beach wagon, beach chairs, beach umbrella, and beach towels which was very misleading and partly the reason we booked the unit to save costs on these supplies.  There were other misleading photos as well.  After alot of back and forth with the host,  I called customer service and based on the photos I took and proof I submitted, the representative advised that the host had violated policy therefore I was entitled to a partial refund for unstayed nights and the cleaning fee.   Upon departure, we cleaned the unit as set forth in the check out instructions and loaded the dishwasher.  The host was furious that Airbnb gave a partial refund and retaliated against me in a review that violated several Airbnb review policies.  Up until this review I have received all 5 star reviews from past stays because I am an excellent guest and treat each home I stay in as if it were my own.  This retaliation is causing me harm.  I have contacted Airbnb multiple times and continue to get what seems to be generic type responses continuing to state the review is not violating any Airbnb's policies, yet I have copied and pasted sections directly from the Airbnb review policies proving otherwise.  I have no choice but to make a formal complaint to BBB for a resolution.  

[Mike-And-Jane0]

@London42 what part of the review policy do you think has been violated? As far as I can see there is nothing wrong with this review  recognising that the policy does not attempt to determine if a review is true or not.

[London42]

Hi!

I believe several parts but I will point out a couple:

1) Here is Airbnb’s policy on this: “Irrelevant or biased reviews": Reviews that are biased, retaliatory, or don't include relevant or helpful information may be removed)". The facts are I logged into the Airbnb platform, booked the Host's available condo on the days I needed, and was given check in time options on the Airbnb platform which I chose the 1:00pm check in time, and the Host was notified, and accepted my reservation.  However, the Host is leading the public to believe that I did something bad towards her by saying in her review:   

"London was an unpleasant guest. She booked a same day arrival and was able to change her arrival time 3 hours earlier without me being notified".  Here is what an Ambassador stated:

London11:52 AM

"I appreciate you looking into this, in further thought, can you please verify that the host was notified of my initial booking?"

Airbnb Support12:31 PM
Thank you for your response,

"Please be informed that both the Host and the Guest are notified once the reservation is confirmed"

Regards,
Rachana

According to Airbnb she WAS in fact notified because if she had not been notified how was she able to accept my reservation?  

2.). When the Host stated "She arrived twice to the wrong address after bringing all of her luggage up the elevator in spite of my detailed instructions that include building photos. She complained incessantly and blamed me for her problems caused by not following directions. The best part of her stay was when she left". 

I did in fact arrive to the wrong unit initially but not to the wrong address.  The facts are it was not clear that the Guest checks in at one building but then drives to a different building to reach the condo.  Literally nowhere in her check in instructions does she make this clear.  So because the instructions were NOT clear, it caused me a great deal of stress because when I went to the wrong unit the first time, the Host claimed the reason the code did not work was because she did not authorize a 1pm entry time.  I then was forced to leave the unit and attempt again after she finally made the unit available to us just to find out I was suppose to leave the check in building and drive to a different building.  The part where the Host states, "the best part of her stay was when she left" is her opinion, although hurtful, it is her opinion.  

But I feel it falls under “Irrelevant or biased reviews": Reviews that are biased, retaliatory, or don't include relevant or helpful information may be removed)".  Ask yourself, how does her saying this help any other Host make an informed decision on whether to Host me?  Instead of taking some responsibility for not having clear instructions, she decides to untruthfully state she had clear instructions but I just ignored them.  It feels retaliatory in nature.  

I have several other examples, but I will leave it there.  I appreciate you asking for clarification.  

[Derek569]

I'm having a similar issue with Airbnb CS. I won't go too deep on details but essentially they advised me on how to manage a guest and told me they would reach out to the guest as well. As soon as CS got involved, things went from bad to worse and now CS is unwilling to acknowledge their role. 

Does anyone know of escalation process or procedure? I just want someone at Airbnb to review the comms, it's all there and pretty straightforward but I keep getting the runaround from CS. Thanks!