Hi thought I may as well answer this since no one else has.
It's a common problem. I could write an FAQ on this for hosts. I should probably save this reply for the next person who asks!
So here is my advice:
1. Airbnb will never remove a review. Why? It doesn't matter. But always know that we are suppliers, not the customers. We provide the products/the listings for their platform. The guests are the customers, and the guests are always right.
2. Very very occasionally someone has success in getting airbnb to remove a review. It is more good luck than process. If you have patience, sure you can try. I gave up years ago.
3. The bigger question: why does the bad review matter? And yes I know emotionally this is hard to digest as a super host. But after 10 years of hosting, I had to put it all in perspective. If the review is so bad that it means my superhost rating is affected, then yes I get angry for a wee bit, but then know, just continue what you are doing providing stellar service, and you will get superhost back. IF it doesn't affect superhost rating, then its less of an issue. I lost superhost rating for a year after 9 years of having it, and it didn't materially affect me too much
4. Guests don't really know the difference between superhost and not, they look at reviews, not really the number. As long its above 4.7 or so, and if you have a property that turns over quick, you will be ok. The rating will slowly go up and you will still get bookings in my experience.
5. REALLY IMPORTANT: Respond to the guest review in a factual, calm, professional manner. List the issues, say you reported them, and do not recommend as a future guest. I would also address the response not to the troublesome guest, as frankly, they will never read it. Responses to reviews are really an opportunity to position yourself to future guests. 'Dear Future guest, this guest did xyz and at the end, summarise by saying, we work hard to deliver you an excellent experience and all of other our reviews reflect that'. Always close off with a happy note like 'we looking forward to hosting you soon!". It's not what matters that counts, its how you respond that matters. Guests will judge that more.
6. Anything you can learn? Was it a new airnb guest, a last minute one, any warning flags, anything you can do to improve clarity around expectations. I still keep learning. eg a small example. I had a guest last week who complained privately around not being able to use the pool at night cause they couldn't find the pool lights (thankfully it wasn't public). But my point is, I went and updated my listing and expectations website about the pool usage and that council requires us to have quiet hours after dark and the old pool lights leaked, hence no pool lights. Won't get that complaint again.
Hope this helps, regs MK
