Vengeful review from guest

[Gent117]

Hello community. I wanted to ask you about the reviews made by guests. How can Airbnb leave a 1-star review posted by a customer who has only had one trip and his profile was opened 2 weeks before I came to the apartment. Among all the 5-star reviews, the 1-star review is negatively affecting the average as well as future bookings. Is there any new way to evaluate the situation since it happened to me and I made three requests to remove the review and Airbnb protected the customer review. How can you help me in this situation?

[Shelley159]

@Daniel-Jude0 I'm afraid the good track record setting is in line with what @Joan2709 has said. Here's Airbnb's definition:

Good track record: completed a reservation without incident or bad reviews

(from Customize booking settings - Airbnb Help Center)

"A reservation" means only one is good enough, and "without incident or bad reviews" means no review is also good enough.

It's possible that the two guests you refer to, chose to send a trip request instead of doing an instant booking. It's also possible that there was another reason why they didn't qualify for Instant Book, such as booking dates outside your availability window, or inside your advance notice period.

Even though "good track record" is not a very high bar, I do also (like you) prefer Instant Book over Request to Book.

[Joan2709]

@Shelley159 

I had never thought of the points you mentioned! I'll keep that in mind for the future. 😊

We'll have to "agree to disagree" regarding Instant Book. 😊

I work with a Host with a very large property and they would NEVER consider using Instant Book for a property that size. This Host also had a tiny home and they did use Instant Book on that listing. 

[Shelley159]

Yes I agree @Joan2709 😃

It seems almost all settings and preferences work well in some situations and not in others.

[Gent117]

I don't have this opportunity, but anyway this situation hurts us a lot as hosts since the average affects reservations especially during the summer season which is very popular in our city