Reviews and challenges

[Chris-And-Carolyn0]

Hi all. This is probably a common gripe but we had a review in which a well established air BnB guest wrote that she saw cockroaches in the place. You’ll have to take our word that there are no cockroaches in the apartment. We have five star reviews. Since then we have had two cancellations and our bookings have died. We had our two requests for removal of the review knocked back. Supposedly by the “specialist team” that hears the arguments. All discussions seemed to be (almost certainly) with with a bot which didn’t have the human capacity to hear us out and to comprehend logic. We are basically talking to the wall. Two questions. One: is there any other avenue to appeal. Two: (to air BnB person - if one exists). Presumably you encourage hosts to take guests with no reviews so you introduce new customers to the wonders of air BnB. So why would we take that risk when someone unknown to air BnB can come in and make any accusation they please and we have no chance at all to get it removed. We are twelve year super hosts with wonderful air BnB reviews and it means nothing? No evidence required?l.

Say what you like.l? Yep you’re a big all powerful global company and you can of course ignore the simple people who work hard for you. But I sense that already this is undermining your hard won goodwill. 

[Emiel1]

@Chris-And-Carolyn0 

I read the review of A.

It is not violating Airbnb's review policy. 

Seems to me the guest was in general little unhappy about the accommodation(-price)

But mentioned also positive feedback and review was 4* !

It is not to determine if she saw "a couple of cockroaches" (no photos).

She should have contacted you.

Your public comment on the review is OK.

Maybe less bookings has other reason, first check statistics in section "insigths" , look at "amount of views".

Dealing wih Airbnb about removal of a review seems to  be a waste of time, as you can see in multple posts here about this subject.