Is there anyway to investigate a guest who put an unjustified bad review

[Amy2116]

I’ve had all 5 stars across the board until the guest from hell arrived. She had only booked one adult but came with her daughter and another female adult. Me bring the nice host questioned her and she made up some bizarre malarkey. Anyway I went any got another set of towels. She contacted me to ask where the iron was shortly after She arrived which I thought was odd. It was the midfielders of the day & her daughter wanted to head to the beach. I suddenly thought. She’s going to iron the bed linens. I don’t iron them fur several reasons, environmental issues,  I like the look of non ironed sheets. They are super expensive organic Colton linens. She missed about quite a few things. But she also charmed the pants off me. 

I gave her a 5 star glowing review despite the hiccups including her not leaving for nearby an out after checkout. This was very awkward as my timing is like a military operation. I actually knocked & let myself in half an hour later in which they were just hanging out. The flat was in a good enough stare  to go. 

She gave me 1 star for cleanliness. That’s insane. All parties either did have me glowing review with all 5 stars. Airbnb says there’s nothing I can do as she’s entitled to her opinion!! 

sge sent me a long list of why she marked me down most of which had already been addressed in my listing saying if this is problematic please do not book.  An example. No outdoor shoes inside. She insists that she showed up unaware & that I should provide new clean slippers for everyone if they can’t wear shoes. This is nuts. She only paid for one person and brought 3!!! She hit a bargain. 

o don’t tho knits possible im the only one she’s done this too. It seems a psychological thing as my that is spotless!! 

how can I investigate if other Horst sge stayed with have had a similar situation? 

[Mike-And-Jane0]

@Amy2116 there is a way to do what you want but it is a) against Airbnb rules and b) will achieve nothing.

Talking of which I believe your response to her review will likely damage you far more than her. If I were you I would ask Airbnb to remove your response (as is your right) and just move on and leave honest reviews in future.

[Amy2116]

Ah. So this is an AIRBNB RUN forum? 

[Mike-And-Jane0]

@Amy2116 Yes I believe this is a Community Centre run by Airbnb. However if you are suggesting that my response is anything other than honest and absolutely nothing to do with Airbnb please take your delusions elsewhere.

[Amy2116]

Wow!!! That’s nice. 

[Kate867]

@Amy2116   As the ‘author’, you can have the review you left for her removed by Airbnb if you wish and with no explanation required.  As @Mike-And-Jane0  stated, and I have always found them extremely helpful, your response to her review may not even be read by her and it almost certainly will not be read by her future hosts.  However, it will be read by your future guests and does not put you in a particularly good light at all.  I would also recommend getting Airbnb to take that bit down.

[Mark116]

@Amy2116  You can ask Airbnb to take down your positive review of her, which you should do, a 1 star for cleanliness w/no prior warming is unfair.  You can ask Airbnb to take down your rant against her public review, which was positive, and you should do that as well.  Her actual review has no complaints about anything.

You might have contacted her to explain that a 1 star review is delisting territory and if she had not intended to destroy your business, you could haved asked her if she would consider removing her review from Airbnb, but I'd say that ship has sailed already.

[Amy2116]

Yes, thank you. I was furious and absolutely exhausted from ALL THE Cleaning !! I’m getting mostly one night bookings so it’s constant. so I reacted & yes it doesn’t look good. I want both my reviews removed but Airbnb won’t remove. Can you let me know where I can go ti read about my rights ti remove my own reviews? Thanks

[Amy2116]

That was very helpful thank you! 

[Amy2116]

Airbnb refuses to take down my positive review. 

[Mike-And-Jane0]

@Amy2116 EU and currently English law allows you to demand your review is reviewed as it belongs to you. @Anonymous may even know which law it is.

[Amy2116]

Thank you. Airbnb did review it and said no 

[Mike-And-Jane0]

@Amy2116 Just to be clear - You are asking for the review YOU wrote to be removed (not amended). If this is the case then this is your right under law. I can only think Customer Services is getting confused again.

[Amy2116]

Thank you. They won’t remove it. I was furious when I wrote the response and had been cleaning every day on average 8 hours a day and ti be given a 1 for cleaning was downright mean. I have no idea why she did it. Customer service is confused about a lot of things.

[Anonymous]

@Amy2116   Can I presume that I'm not speaking to a person here? Your profile photo depicts you as an adorable pair of cats, so I have to presume that you're actually one of these surprisingly literate felines. Cool.

What your guest wrote was:

"Lovely flat close to the sea."

This is the kind of review where a human host would normally think "I'll leave well enough alone." But cats, on the other hand, can be unpredictably grouchy, so perhaps you were having one of those cat moments when you decided your public response should be:

Ive never had to reply to a review before. I was shocked by her review in terms of ratings which took me from5.o to suddenly 4.6. I did not haver a good feeling about the booking but took it. I would not recommend Lakshimi. I wrote a really nice review of her despite very poor communication saying she was arriving at 1pm which they asked for which is 2 hours before normal checkin. I busted my gut pushing to get it ready 2 hours before. They arrived 3 hours later without any communication. , which meant I cleaned for an extra 3 hours. In total 12 hours I cleaned. She booked for herself and her daughter aged 11. she showed up with another female friend. This was not booked. As I thought the 2nd bedroom was for her daughter went out of my way to put special colourful John Lewis linens. I had 5 stars until she visited. I definitely wouldn’t recommend her her to other hosts. Im quite gobsmacked at the rating especially as she flaunted all rules and cheated me by not telling me there was another adult. I may have declined the booking if I had known there were 3 people as its always much more time consuming to clean.

Please tell your human caretaker that the public response to a review is actually a part of your advertisement - it communicates what kind of hospitality and professionalism you provide to your guests. It is not the place where you want to come across as a deranged and angry person (or cat), and it's really self-defeating to draw attention to a bad star rating that would have otherwise gone unnoticed.

As a cat, you might have some trouble navigating the keyboard, but your human caretaker should be able to have this unhinged response deleted from your otherwise-nice listing, on the grounds that it's downright suicidal for your business. But demanding that the review you wrote for your guest be removed sounds really petty, even for a cat. What you're saying there is that either a) your nice review was actually a total lie, or b) you're ravenous for revenge. Neither is a good look. 

I guess you can tell, I'm more of a dog person.