RETALITORY REVIEW REMOVED AND THEN REPLACED AGAIN. EVIDENcING POSS FAVORITISM TO GUEST

[Rachada2]

Hi 

We are also Super Hosts in Australia with virtually nothing, but  all 5 STAR REVERS (Until this single, obviously biassed 1  STAR Retaliatory Review.).

 Our listing is seemingly very popular, almost always appearing on the first page in searches of not  #1 and  it almost always books solidly  3 months in advance.

We  like to think of ourselves as  conscientious Hosts  who almost always give  the guest full benefit of the doubt and often’’ look the other way with minor infractions’’ In fact we have almost never  enforced our cancellation policy despite having been able to do so many numerous times. And despite the fact that it  cost us many tens of thousands s of dollars, which we have most always happily fully returned  to our  guests for cancelling even though we were entitled to kept this money for ourselves.

We also strongly feel that the retaliatory  review policy is  being ignored. It is  July 2023  and even airbnb have  refunded us and agreed that we were entitled to damages and were completely within our right to  refuse the Guest with no penalty whatsoever. . In fact, we were encouraged not to.. Yet the review  still remains  despite the guest being in clear volation  and having deliberately written a retaliatory  1 STAR REVIEW. 

We agree with the many Airbnb Hosts reporting something  seem entirely wrong in the Review  system . 

Why aretthey making it so difficult for obviously hard-working conscientious hosts, not to be protested  from the  occasional Clearly biassed,  guest who didn’t get what they wanted  by breaking house rules

If a guest writes you a review on you complaining they broke house rules  that's retaliation 

if airbnb refund you damages  thats proof of damage done .

just because a guest refunds you dosnt mean they are exempt. 

Something is VERY wrong with this system. It seems  toni be being ignored in Australia . 

Furthermore, if that’s not enough in our case  THREE  AIRBNB support team members AGREED the reviewer's in violation, and in fact,IT WAS ACTUALlY REMOVED. . But two days later, it was replaced again! The guest had clearly contacted this support team member and convinced them to put the retaliatory review back up. It was a single one star review, among  virtually every other, one of our 5 Star  Reviews . 

Furthermore this clearly Retaliatory review does not breach only 1 of AIRBNB REVIEW policy guidelines  but we are  advised that breaches FOUR  of AIRBNB review policy guidelines Including the Fact that:

1. THE GUEST NEVER STAYED. Prior to the review being posted, we were actually told by AIRBNB support team members  saying : “NOT TO WORRY'' AND ADVISING  US TO SUPPORT / ENFORCE OUR HOUSE RULES, BECAUSE IF  THE GUEST  LEFT A REVIEW, IT WOULD BE REMOVED  For the the followifg two reasons::

.         A. First.  because the gas never stayed . And

.          B.  Secondly, because the review was clearly      biased given that  iit was. given  simply because we were attempting to enforce  our House Rules .

1. THE GUEST MENTIONED AN OPEN AIRBN RESOLUTION. MATTER IN THE REVIEW

1. THE GUEST CLEARLY THREATENED US  MULTIPLE TIMES INCLUDING TO LEAVE US A RETAlITORY  REVIEW. IF ''WE DID NOT IMMEDIATELY PAY'' AND DO AS THEY DEMANDED.  

THIS THREAT WAS ACTUALLY  WRITTEN  ON THE AIRBnB PLATFORM. 

1. THE GUEST WAS CLEARLY BIASED  SIMPLY BECAUSE WE ATTEMPTED TO ENFORCE OUR. HOUSE RULES.

 (SEE PART B ABOVE).

1. Not to mention that most of the reviewer's entirely false and  vindictive.

1. THREE AIRBNB support team members EVEN AGREED  that this was a violation of AIRBNB REVIEW policy and ACTUAllY REMOVED the review!!!!. And closed the matter!!! 

But then two days later The review was back on our profile and we had a message from a support team member implying they made a mistake and  theat they were reinstating the review. Which they did. 

1. This Guest  continues to harass and chastise us   and and in fact, Bragged to us that A support team member collaborate with them by telling them exactly HOW TO WRITE A REVIEW SO THAT COULD NEVER BE REMOVED.''  Which we feel clearly shows  towards Guests  at the expense of HOSTS. 

THE IRONY OF IT IS:

1. INCLUDING THE FACT, THAT WE WERE ALREADY TOLD BEFORE THE GUEST LEFT THE REVIEW THAT THE REVIEW WOULD BE REMOVED. ONCE IT WAS LEFT ON THE GROUNDS THAT THE GUEST NEVER STAYED, and secondly that the review was already agreed to be in violation AND IT WAS ALREADY AGREED THAT THIS REVIEW WAS IN VIOLATION. IN FACT REVIEW WAS ACTUALLY ALREADY REMOVED ONLY TO BE REPLACED AGAIN AFTER THE GUEST COMPLAINED SO MUCH ABOUT ITS Removals.

Needless to say, we feel we've been treated very unfairly in this matter.

We realise it has nothing to do with the fantastic  Airbnb support team members who are always terrific. But instead  with the fact that they are  clearly not being  properly instructed on how to enforce their own policy.

Any advice would be greatly appreciated. This single 1 STAR False Retaliatory very damaging to our listing and seriously takes the incentive out of  happily going well out of  way to be the best possible Hosts. 

We note that we have screenshots and Crystal Clear Supporting Evidence of  everything that we have said above. 

Any assistance on what to do would be greatly appreciated.

Thank you kindly

[Zachary212]

You have a hard lesson to learn.   Airbnb support that handles reviews is piss poor, they are not going to do anything.  I'm going through this with 3 reviews.  One in particular a guest smoked in my unit and I charged him a fee. Like clock work he left me a bad review with 1's even after in his message he wrote the place was very nice and he wanted to book again.  I have talked to support for days and they refuse to remove the review, no type of common sense.  There are other message thread on here, of other host complaining about this very same thing.