RETALIATORY review airbnb cant take down

[Stephanie3057]

Guest violated my house rules by the number guests who stayed at the property, exceeding the max capacity of 15 persons. 

There were 16 of them who stayed , they ignored and evaded to respond and her review was completely a retaliation. 

I submitted a dispute then airbnb said that i need  to  file a claim request  which i did . Then  the support closed the ticket.It wasnt clear how the removal works but the other airbnb support did this..

1st airbnb support told me to open a claim request then closed it with no resoultion

2nd airbnb support... since it was closed i

need to open a new one . The new support said that i have to wait for the result. In the mean time he said that he needs to close it.??

 

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Then the 3rd support they're saying i cant dispute it anymore since its been opened many times. The result came in and it was in favor of me. They said that it was opend too many times and there were no violations but clearly i got an email reassuring me that i will be compensated and that they had a violation

Guest violated my house rules by misrepresenting the number guests staying at the property, exceeding the max capacity of 15  people.

Pursuant to Airbnb's Review Policy, Guest's review is biased because it's a retaliation against me for enforcing policy and house rules.  Failure to remove the review is damaging my reputation and turning potential guests away from my listing. For the reasons stated above, Airbnb should immediately remove Guest's retaliatory review since the investigation was already closed and it was clearly indicated that there was VIOLATION. 

**[Content removed in line with the Community Center Guidelines- Please note that it is not allowed to share Airbnb investigation and private conversations]

[Rebecca]

Hi @Stephanie3057 👋

I'm sorry to read your recent guest experience. It's been a while since you posted and I'm wondering whether you managed to get a resolution or an update on the situation? 

It would be lovely to hear from you. 

[Stephanie3057]

This was there final response to me and then they've already  closed the ticket.

"After are careful re-evaluation on the review left by your guest, 

We understand you’d like us to remove the review left by Jessa after their stay with you. But after are careful re-evaluation on this review we verify that it hasn’t broken our policy"

They didn't  remove the retaliatory  review . They're  saying that the resolution  that i had with the  reimbursement   which  resolutions@airbnb.com  says

"I sincerely apologize for this experience that you have encountered from your guest , and our delayed response. We have documented this violation already and will take actions accordingly. Rest assured that we are here to help.Please that if this happens again to other Host and the same guest, a possible suspension could happen to the guest's account. This is to ensure the safety and security of the Airbnb community.

I want to stay true to my commitment in providing my support to you and the least I can do is issue the full amount of your request of ₱1,000.00. Here in Airbnb, we value our guests more than anything else, and I will issue this refund as a one-time courtesy. This amount is covered by Airbnb."

They said that the resolution doesn't have nothing  to do with  the  Airbnb Review Policy which  is absurd  since it  falls under  biased review because  it's a retaliation against me for questioning the number of guest who stayed.