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 

[Welcome-To-OC0]

Guest agreed to remove it. But these policies don't make any sense. Support would just refuse even to listen. My suggestion would be just to hire AI instead of these quality of support. At least AI will have to listen to what hosts are saying.