This one guest has been an ongoing issue - FIrstly the used the property for 7 hours then demanded an imedieate refund at 11:48 pm or they would "report us to Airbnb".
Then after checking the property to make sure nothing was stolen, we gave the refund to rid the guest. However 15 mins later Airbnb also gave them a refund. Airbnb then took both those payments from our earnings. Then they admitted their mistake but asked us to ask the threatening guest to return the money. Um No!
I left an honest 1 star review, that airbnb removed. I had to demand to have it reinstated as it was factual. They reinstated it after a few days but then did not Adjust the guests star rating to reflect review, so that was another process.
Since then I have been trying to have the guests review removed as it had multiple false claims.
Firstly, the guest used the property for 7 hours before raising any issues. Including the shower, bath, complimentary gift packs, open fireplace. Which is against our policy of please contact upon arrival.
They claimed in there review that there was no gardens to explore and that the property lacked privacy.
This is factually incorrect—our property is a self-contained stand-alone cottage, all surrounded by expansive gardens that are maintained by a gardening team. Full shutters on all windows and a private fenced garden.
The guest also mentioned that communication ended, however, we spoke to them back and forth for 20 mins in the chat and then they were informed that we would reconnect in the morning. They also stated we gave excuses for the property, No excuses were made regarding our cleaning staff, as confirmed by communication records.
The "dust-ridden" claim is inaccurate—we have photos from our cleaner taken at the end of their stay and previous guests had no complaints about cleanliness.
It is a mountain retreat, and a spider can easily spin a cobweb in 30-60 minutes, which explains the presence of two cobwebs on a light fitting.
Regarding the spa, the guest used the spa and towels before claiming the spa was too dirty to stay.
This inconsistency further raises concerns about the accuracy of their claims.
Additionally, the review stated the issue was only resolved by Airbnb, which is incorrect. We provided a full refund after inspecting the property.
The guest climed up onto a table to remove the aircondition filter then proceeded to wash it to show a before and after photo, which one can only assume is a tactic to gain a refund. Especially since the guest claimed it was a severe health hazard to be in the cottage, yet stayed for 7 hours used the facilties and cleaned an airconditioner. Which was cleaned 3 months prior, but you wash any filter you will get a before and after shot.
So guest did not follow house rules, guest tampered with an electrical device, guest used threatening behaviour to demand a refund.
All these things against Airbnbs own policy.
As Superhosts with over 4 years in the industry, this review is based on false information should be removed according to Airbnb's own policies.
So someone explain to me why this review is not getting removed? When our own review was so easily removed ?
