Sharing a long story:
I just had a bad review removed too. The Airbnb rep looked at my prior review history & superhost status before stating they would remove the review; I don’t know if it made a difference.
Guest read neither the unit description nor the captions on the unit pictures of number of rooms & beds available & was unhappy that the sofas were not sofa beds. Guest did not respond to my communications through Airbnb.
Through Airbnb I sent messages when he made his reservation in July & two weeks prior to his trip, stating, “Thank you for your reservation, I want to be sure this unit meets your needs. You stated 8 guests. The beds are…” I listed the beds & sizes & stated the two sofas are not sofa beds & offered use of an aerobed-style mattress.
After no response to my two messages via Airbnb & an email I sent via Airbnb, I asked the Airbnb customer service rep to contact the guest. They did & confirmed the sleeping arrangements.
The guest left a review that the unit was misrepresented on Airbnb # bedrooms & beds available, complaining sofas were not sofa beds, complaining about the fees for guests >4, & demanding reimbursement for the air-mattress he purchased (and took home with him)
The listing is 3 BR and the written description includes “3rd BR is a loft with a twin bed” and pics of the room include caption of “3rd BR/Loft with twin bed” and clearly show the open area & railing with view below.
How it ended:
Airbnb CS looked through my correspondence with the guest & determined that his complaints were without merit plus he asked for a refund (against review rules). Also the guest did not go to the resolution center to request the refund. The CS removed the review!!!
It reinforced for me the importance of keeping communication through Airbnb.