@Inna22 In the guests review, she admits to staying past the check out time.
Airbnb agrees that the review is harsh, but says that the review is part of the "guest experience." My counter argument was, well lets say the guest is at a concert, everything is going well, the guest decides to throw a water bottle at the musician and is kicked out. In retaliation, that person leaves a 1 star review. A bad experience has now been created because of the actions of the person throwing the water bottle.
How is this different?
The guest overstayed the reservation, leaves a 1 star review, lies in the review, and yet my listing gets penalized? The guest staying past the scheduled check-out time caused the issue she describes in her review and her rating. In her review she even says its a great property, but gives us a 1 star because the cleaners arrive 30 minutes after the check-out time.
If the negligence or the actions of the guest consequently causes a bad experience, those review should be removed.
I tried multiple times escalating this, they've shut me down. The best part, these CS reps keep giving templated responses, and yet they are judge, jury, and executioner and don't seem to have the ability to understand if an "experience" is caused by a host or the actions of a guest.
Funny thing, this property in question, on other channels is getting perfect ratings.
I've at a lost of words here.