Senseless guest review

[Shechem0]

It is unacceptable for guests to have the ability to leave reviews that falsely accuse the property of being misrepresented in the advertisement. I recently encountered a situation where a guest claimed that my listing was incorrect in terms of bed size and price, despite the fact that both of these details were accurate. Unfortunately, I faced penalties due to the guest's false claims, which had a negative impact on my Airbnb rating.  

How do others handle this situation?

[Gwen386]

@Shechem0 I wish you had either overlooked this guest’s two-word review or responded in a different way. Something like this: “I am so sorry my property did not specifically meet your expectations, since my listing is accurate. If you had wanted to cancel, I would have gladly accepted your cancellation. 

If possible, see if you can delete your response. It is very important to keep in mind that a host’s response let other guests see if you can remain professional, tactful, and courteous in light of a disgruntled guest. Other guests can read between the lines of a guest’s negative review, and especially since you’re  rated so highly in your previous  reviews. 

[Shechem0]

Thank you for your thoughts. Please know that the guest and I have several professional engagements prior to her arrival which makes this situation terribly difficult to accept. She knew in the detail what to expect behand and asked for a later check out to which I agree. 

Thank you again for your feedback.

[Mar125]

@Shechem0 

ask airbnb support to delete based on irrelevance criteria. If your listing has a king bed then guest reviewed a queen bed then it’s not your listing she is reviewing. she is reviewing some one else’s listing..

[Shechem0]

Thank you for your thoughts. I called Airbnb asking for the review to be deleted based on the inaccuracy (bed size and price) but they refused.  I even had a chat with the guest days before their arrival to confirm their bed related and other questions, yet Airbnb did not consider this evidence. 

Thank you again for your reply.

[Mar125]

Nope. irrelevancy is the criteria, not inaccuracy 

Inaccuracy isn’t an applicable. reason to dispute an airbnb review 

irrelevancy is.

[Gina2084]

I had this happen, airbnb originally deleted the review. For some strange reason the changed their mind and added it back! I was so upset. The guest lied and said UBER didn’t service the area, when it did and I even sent them screenshots of Uber that was 10 minutes away. The guest was insane and asked me to pick them up and drop them off LOL. 

I would suggest you first

1 respond to the comment and state (very professionally, that the review is incorrect and correct what is not true, like the bed size, etc)

2 contact airbnb and tell them they have to remove the reciew

3 put a complaint in on the “better business bureau” about airbnb and you can get your bottom dollar you’ll hear from them after that!

good luck!!!

gina 

[Shechem0]

Thank you, Gina. I replied to their comment semi-professionally plus I contacted Airbnb for help without luck.  

Putting in a complaint seems a bit extra but might be necessary to consider.

Thank you again, 

S2