how do you deal with revenge review?

[Cz1]

Hi all,

hope you all doing well

but recently we have a revenge review and airbnb CS refuse to remove and nothing we can do.

Anyone have an idea to deal with revenge review?

the story behind:-

one day my unit was instantly booked by a guest

before check in time 3pm about 1.15pm they message us to ask about parking which is not available in our unit

they blame us not giving parking and gave bad word “**bleep** host, no more next time”

once we received negative message, we reported to airbnb CS immediately.

Airbnb CS said they can’t do anything yet and will take noted if guest leaving bad review.

As expected, after check out and 1 star review.
They comment no parking, bathroom dirty, no chair, air cond not cold, host no answer phone bla bla bla.

We go back to the airbnb report and ask airbnb CS to follow up. After few days, they said can’t do anything. Their reason is “they rely on our user’s opinion”

anyone has any idea to solve this revenge review problem?

[Mike-And-Jane0]

@Cz1 the review is rude but I don't think it could be classed as a revenge review I am afraid.

[Cz1]

once we received bad reply from guest we already knew what is the consequences 

and we find support from airbnb CS immediately and screenshot everything in black and white yet

airbnb CS couldn’t do anything and they only rely on user opinion without judging host opinion

[Patricia2526]

Hello @Cz1  

Hope you are doing well. Sorry to hear about your experience. I suggest to reply on your guest’s feedback.When responding to a bad review from guest, remember to always maintain a professional and courteous tone in your response, even if the review is unfair or inaccurate. Avoid engaging in arguments or getting defensive, as this can further escalate the situation. Your response should reflect your commitment to excellent customer service and a willingness to address and resolve any issues. End your response with a polite closing, such as "Thank you for your feedback," or "We appreciate your input." This leaves a positive impression and shows that you are professional and courteous. Hope this helps.

[Kia272]

@Cz1  There's profanity in the review. That alone should get it removed. Keep calling AirBnB and insisting. 

[Cz1]

already report to airbnb CS but they said not violating any review policy 

[Cz1]

 **[Private conversation removed in line with the Community Center Guidelines]

 

[Cz1 · Accepted solution]

Hi All,

good day

just wanna update this case.

After few days dealing with Airbnb CS, they finally agree to remove the revengeful review.

My suggestion is to make report to Airbnb CS before or during the guest stay if guest not satisfy any facilities aren’t provided. Most importantly is they gave some bad word or threatening will be easier to report their review.