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

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

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? 

 

17 Replies 17
Huma0
Level 10
London, United Kingdom

@Anonymous 

 

I think you're being very unfair to cats. I would definitely not have a 5* rating without my cohosts/fur babies.

 

@Amy2116 

 

Apart from the lack of appreciation for cats, @Anonymous and others are right that you should never bring up private feedback in your response to a review if there was nothing negative mentioned in the review. The response appears on YOUR profile, not the guest's, so the readership of it is actually potential future guests. Bear this in mind when writing any response. Those potential guests cannot see the individual star ratings this guest left you, nor her private feedback, so don't bring it up there.

 

I would try again with Airbnb CS, because you absolutely can have your own review or review response removed. Unfortunately, a lot of CS reps are poorly trained and do not understand policy. I had a situation a few months back when a guest agreed to remove a review/ratings. I had one rep telling me it was 100% possible if she requested it, but the rep she was talking to told her it was impossible because it was 'too late'. We eventually got it sorted out and the review/ratings were removed.

So Airbnb removed my positive rating but left the negative response which is the one I want removed more than anything!! But at least it’s progress!! Thank you for your constructive response. I’m annoyed by all the cat responses!! 

Ann72
Level 10
New York, NY

😂😂😂 @Anonymous