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[tjs127]

TLDR: blatant retaliatory 1 star review, Airbnb said they can not remove even after a successful claims process.
First time Airbnb host, newly renovated house, had our first guest stay during spring break. Guest left vomit in sink, trash everywhere and broke a door (looks like they took it off to play beer pong). Guest told us to leave him a good review in exchange for him giving us a good review. Well, we did not, this is against Airbnb policy and we were not in the mood of leaving a good review for such a disrespectful guest.
 
We sent him a request for payment of the excess cleaning he denied it. Airbnb approved our claim. (we submitted photos and cleaning/repair invoices). Guest then leaves us a one star review stating the house was a mess, stained linens, and that we were rude hosts. We spoke to Airbnb support (through chat) and they informed us they could not remove review even after we pointed out this policy:
 
“Members of the Airbnb community may not coerce, intimidate, extort, threaten, incentivize or manipulate another person in an attempt to influence a review, like promising compensation in exchange for a positive review or threatening consequences in the event of a negative review.”

https://www.airbnb.com/help/article/2673...e%20review

[BigDaddy]

Given this is your first listing, i they don't end up removing the review, I would scrap that listing and start a new one with your spouse? as the host. You will probably need new/different photos as well. Do you have instantbook on?

[New1530]

Reach out to another CS agent and escalate the issue. I would try to call and speak to someone if you can.

[ToysRNotUS]

One time I called support 3 times and acted like it was the first time I called every time, the 3rd person finally removed the review. Keep citing the policy you mentioned (which is on their own website)

[Seanish]

Another option in this situation in the future is to not review them, especially if you are just starting out and have a new account. You’re going to have to make some accommodations to get the new account going .. that’s just how business is.

[TopekaTom]

I think all hosts go through this at least once when they first star... some bad guests just look for new hosts to prey on.
If you continue to call airbnb, eventually one of them will enforce their own rules and will remove the bad review. There are plenty of posts here with people who were successful, especially if you have proof through the guest communication.

[tjs127]

Reach out to another CS agent and escalate the issue. I would try to call and speak to someone if you can.

Thank you, I will contact them again and push the issue.

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Given this is your first listing, i they don't end up removing the review, I would scrap that listing and start a new one with your spouse? as the host. You will probably need new/different photos as well. Do you have instantbook on?

I do not have instantbook on and this guest did not have anything which would indicate trouble. He only had 1 review which did not mention anything bad.

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[BoLee91]

Insidetip: When calling, indicate Spanish as a language choice. You will get a North American based service person and the Spanish agents usually speak English as well. They are a little more flexible/understanding than the India based CS agents.

[tjs127]

Update-

After escalating it again, after 3 days or so, another supervisor today looked at it and had it removed. They say he checked the communications and did indeed agree that the review was retaliatory. Basically what I've been saying from the beginning.