Ready to be pissed off beyond belief !?! :
“Unfortunately, even if a review is untrue or vindictive, it’s not one of the reasons we would take it down.”
A guest claims to have lost an envelope of cash while staying in my apartment. Naturally he’s now accusing me or my staff of stealing from him, saying someone must have come into the apartment and taken his cash out of his luggage. My smart lock logs each time the door is opened, and the Ring camera captures videos. I’ve provided all of this to Airbnb that directly show the guest is lying. The video also shows he checked in and 8 hrs later had his luggage delivered from the airline, which means the luggage with cash in it was out of his control and unattended for multiple hours before it arrived after his check in.
None the less, here is the idiotic response I get from a “Senior Case Manager”:
My name is Matthew, and I am a Senior Case Manager here at Airbnb. We understand you would like us to remove the review left by Immanuel after their reservation with you.
Unfortunately, even if a review is untrue or vindictive, it’s not one of the reasons we would take it down. In my several years here, I’ve seen us take down reviews only a few times. It’s very rare, and would have to be for one of the reasons described in the policy:
I know that reviews are so important. They not only impact the success of your business, they’re also personal. You put a lot of thought and care into your hospitality and it’s frustrating when you receive a review that’s uncharacteristically low—be it a mistake, a misunderstanding, or an unfair assessment.
Other hosts have raised concerns about this, and we want you to know that we hear you and we’re taking this issue really seriously. We’ve invested and will continue to invest a lot of thought and effort into how we can make the review system more fair. While I can’t take down this review, I can promise that we are making progress on coming up with a fair policy.
At the Host Q&A, in June, our CEO said, specifically, that we’d look into outlier reviews. To be clear, one-off low reviews can be considered outliers when a host has otherwise great review scores, but a single guest leaves a bad rating that seems out of place and the system will flag it.
The tools we are working on for this aren’t available yet, but we are always looking for ways to improve the system. Please share your feedback with us at www.airbnb.com/feedback.
I am sorry we won’t be able to remove the review this guest left, but you did leave a response and that is the best way you could let the rest of the community know how you truly are as a host. I appreciate you taking the time to contact us, i’m out of the office the next two days, but can follow up with you more then.
I’m really starting to think critical thinking and analysis disqualifies one to work for Airbnb.