Retaliatory review from a scammer guest

[Heather1161]

I started my listing this past spring. I completely remodeled the whole condo and I have over 50 perfect 5 star reviews. I made the mistake of taking a last minute booking. She scammed me for a free stay and left me a 1 star review! Her complaints don’t even make any sense! I left her my honest review of the situation and my review of the guest was removed. What can I do?

She booked my condo and checked in 3 hours later at 5pm.  I didn’t hear from her at all until she messaged me a long list of false complaints at 11:30 pm. I was already asleep. She still stayed the night and I messaged her the next morning offering to come check things or move her to my other unit. She said no she wants a full refund. So I said ok, check out then cancel your reservation. She canceled her reservation BUT DID NOT LEAVE. She stayed and enjoyed my condo all day until I messaged her at 2pm that the cleaners were coming and she left at 2:40 pm. 

I called Airbnb about the situation and they said to post on the guest message thread with proof her complaints were false. I did what Airbnb said and the guest left a retaliatory review! 

Airbnb said they would protect me from a retaliatory review and they have not helped me. What can I do? It will take me 200 more five star reviews to bring my rating back up from this one guest review. 

[Helen3]

I am so sorry you had this awful situation. @Heather1161 

But I  never offer a refund to a guest in these circumstances if I hadn't been able to check if any allegations were true. 

And I certainly wouldn't have given her one before checking that she's checked out in line with your agreed time and that there was no damage

call airbnb on a regular basis quoting the airbnb retaliatory review policy 

sadly you didn't review this guest at all to warn other hosts about her behaviour and even your réponse to her review doesn't give a real picture  of how bad this guest is but made it sound like the issue was linked to the pool not being open.

[Heather1161]

Sadly, I left an honest review of the guest warning other hosts and it was removed for being retaliatory. I even got this terrible review removed once but the guest called Airbnb and complained and got it reinstated. She has ruined my business. I am getting no bookings. She has nothing to lose over this and I have everything to lose. This guest will never leave me alone. 

[Helen3]

I'm sorry to hear that. It might be that your review went against their review policy . Worth checking the policy just in case @Heather1161 

you have had a number of great reviews since and I really don't think her review in a sea of great ones is going to ruin your business /lead to no bookings .

It maybe your market is getting oversaturated.

hope things pick up for you soon.