I understand the frustration. I almost quit doing Airbnb to rent out a room in my house after receiving a 2 star review after nothing but 5 star reviews. I actually did stop for 6 months partially due to the review and partially due to a close friend leaving her finance.
This review came from someone I made a number of exceptions for. I agreed to meet her downtown to give her keys for an early check in. I have never done a check in without a greeter. I will not again. She said she expected a lock box. This is my home. That will never happen and now my listing reflects that check in is a personal greeting which can be discussed. The booking was uncomfortable to begin with as it was next day. I don’t like those.
It was also a booking for a 1 night stay when she was interviewing at the nearby hospital. I had several before. I know their routine. The first interview day is a networking day starting early afternoon and continuing late. The following day is the interview. She requested to check in on the networking day. No other resident interviewee had ever done this. They always checked in the day before the first day and checked out the day of the interview or days after to visit.
In her review, she said pay the extra money for a hotel. I’m not sure she realized that the nearest hotel would have been about $200 more and at least a 10 minute Uber or 20 minutes walk.
I did not respond to her review. My listing stands for itself. My super host status stands. It has come up with multiple guests and I have had 5 guests since that stay flat out tell me she was a dumbass and they ignored her review because of my other ones and will be sure to reflect how happy they are.