Retaliatory Review by guest not Removed

[Coy25]

I tried  to dispute  a review made by our guest which was retaliatory in nature. The guest had violated  our check in policy and our additional house rules. They were not yet allowed to check in early , we asked them to wait but instead they went on their way to check in . Our cleaning staff was not yet done and as a result she still left things to do. They also didn’t submit all their ids upon check in which was very important.

OUR cleaning staff needed 2 full hours for a 5 bedroom unit  to clean  and we were very clear that we won't be allowing an early checkin. Upon our investigation we found out that they already went inside at around 1:25 pm. Our caretaker was pressured in a manner that she couldn't already finish her job properly.

Her review mentioned the following 

Bahtroom cleanliness - We requested them to wait for a while since we still have a guest checking out and we need a 2 full hours to clean the unit but instead they went on your way to check in , as a result our cleaning staff was pressured and wasn't able to properly do her job. Its unfortunate that she brought this on her review when in fact they insisted to come in early since they have been around baguio since 6am. This in purely would be bias since they violated our check in policy

Accuracy Needs Maintenance - This is ridiculous the property has a "Guest favorite" badge , rated 5 stars on all our reviews at that time. This clearly doesn't entirely reflect how the property is being cleaned and managed . She didn't had any proof that this is true.

The guest was very rude , I’ve realized that she was the only guest who had been too very rude to us . The guest who stayed right after her dismissed all the things she said

Her review is purely retaliatory and bias in context , the guest favorite badge was already taken of us , her complaints regarding bathroom cleanliness was ridiculous.

I've tried to explain this to airbnb but after several times I’ve really  got tired of it. Their response mostly are generic  and we couldn’t understand why this wasn't violating any policy airbnb indicated.

Protection against  retaliatory reviews clearly indicates  violating our Standard House Rules.

[Mike-And-Jane0]

@Coy25 Oh dear - I fear you have misunderstood the retaliatory review policy. Just because a review is critical it doesn't make it retaliatory. I would move on if I were you and worry about important things.

[Coy25]

Does violating standard house rules  matter now or not ?  So guest can just check in whenever they please , then get back on us on reviews when they  clearly violated a standard check in procedure.  

[Helen3]

You need to have systems in place where your housekeeping doesn't allow guests to check in early. When the guests arrived early your housekeeping should have contacted you so you could talk to the guests and confirm they couldn't have an early check in @Coy25 

[Coy25]

Hi @Helen3  yes we actually have systems  in place for scenarios like this and we have encountered a lot but they were inconsiderate not . They went on their way to check in one of the guest  tried to use the comfort room then all of the people went on already. 

They never notified us ahead of time that they wanted an early check in , nevertheless it wont be possible because there is a guest before them.

We never thought  refusal for early check in  puts you on a bad faith.

Based on other host  they were able to remove reviews  based on this violation.

[Helen3]

The point I am making is you could have avoided this situation by not letting the guests check in early @Coy25  

did your house keeper alert you at the time and did you speak to the guests at the time and tell them they couldn't have an early check in? 

[Coy25]

Yes she relayed all the information and they were waiting from 6am to 1pm , which we discussed it to them politely that it wont be possible  for an early check in. What happened is they went on their way from the parking lot and barged in to use the toilet as a courtesy  our house keeper let one person in but then to our surprise everyone was walking in At 1:25pm . While the  house keeper was still finishing some work she was pressured to just let them in as a result her work was compromised.

We  have   consulted  some host on a different platform ,  what they’re saying is that they have a similar situation and  the review was removed .Guest checking in early without host  approval is a severe violation. Which i don't understand why  airbnb  would just let this pass.

[Mike-And-Jane0]

@Coy25 Simple answer is yes. None of these issues are relevant to making the review retaliatory. All of course should be addressed in your review of the guest.

[Coy25]

My dispute was taken for granted  I've tried simply because airbnb support focused on the content of her review they didn’t even consider the turn of events when this took place .I found a post that explains how retaliatory review works and with this,   It wasn’t  just a simple violation but a serious one  . Standard House Rules are obviously  standard and must be implemented so that nothing would be compromised. The Guest didn't agree with letting them in early as a result they pushed as rudely to let them in.  
This often happens when  a guest are too full of themselves.  Out of  all the people who stayed they were the only group of people who were too rude and eventually made a low review just right after her our next guest gave as 5 star review.