New policies on reviews?

[Welcome-To-OC0]

I got a guest who thought she got a charge for the night and she didn't, then she thought (I assume under drug influence) that we did not refund her money. Wrote us a "revenge" 1 star review. When I called support to have that review removed as support can clearly see that there was no payment and this is just a made up way to take a revenge on us, they refused saying that this was guests imaginary experience. HOW THIS MAKES ANY SENSE?

[Emilie]

Hi @Welcome-To-OC0, 

I'm sorry to hear things did not go too well with this booking. Have you managed to find a solution since, with the Support team or the guest themselves? 

Let us know how the situation is progressing, and whether you need any further help please!

Thanks, 

Emilie