Left a 3 stars review by an unauthorized guest

[Lydia16]

When I am writing this I'm about to lost my Super Host status--a guest left me a 3 stars review staying her experience was a horror, while she did not check into the listing she booked but mistakenly staying in another room of the house during the entire stay. It is a 2b2b, and the guest booked a smaller room of the condo--while the other guest booked the larger one.

When the guest came, she choose to stay in the bigger room while ignoring the checkin instructions. Later on we had an water heater issue in the condo, and she left a 3 stars review for us. I disputed the review but got denied for many time which I feel extremely unfair, given the guest did not check into the right listing from the beginning.

[Emiel1]

@Lydia16 I see you received two 3-star reviews recently. I assume it is about the review from K.

There is nothing mentioned about staying in the wrong room, also not in your comment.

I assume the issue with water heater affected both rooms ?

I would let it go. You own several listings and you useally receive 5 star reviews, so you will be back as Superhost soon.

And if possible take precautions, so guest can not check-in in the wrong room.

[Lydia16]

Emily I did sent checking in instructions before guest arrived. I do long-term rentals in airbnb and most guests stay for over a month. Therefore I don't have many quick reviews to help minimize the impact of this 3 star one.

[Helen3]

Hi @Lydia16 

How was the guest able to check into the wrong accommodation ?