Hello everyone,
We've been Superhosts for over a year, have a guest favorite badge, and are among the top 5% of properties in our city. Recently, we received our first 3-star review. Our property is a legally listed secondary suite with accurate photos and descriptions. A recent guest gave us 1 star in accuracy, claiming it's not an apartment but a basement, despite our clear listing as a secondary suite.
We also send a follow-up message upon reservation confirmation, reminding guests to verify the listing and amenities. Many of our reviews highlight the positive experience of staying in a basement suite.
After checkout, the guest left a 1-star review in accuracy, stating, "it's not an apartment but a basement." We contacted Airbnb support, but they failed to understand what a secondary suite is, suggesting it should have luxury amenities. Despite promises of a callback from a supervisor, we haven't heard back.
This review is impacting our overall ratings and doesn't reflect our property's accurate representation. We're seeking advice on how to get Airbnb to review our request and evaluate it against their review policy.
Thank you for your support.