4 star and 5 star review but damaging comment

[Kyle Westerman]

Hello, this has been our first STR and we started in an upcoming urban area. I think we've done a good job updating our property and making the experience great, but I had two recent reviews that I don't want up. One customer said they were uncomfortable with the neighborhood and didn't like seeing the other home so close to ours. Another said they were verbally assaulted on the street away from our home; they still gave us 5 stars but the content posted is bad.

both aren’t in our control but Airbnb isn’t taking them down. we asked them to take down the 5 star because what she said in the review was awful, but they said it didn’t violate their policy. We are still at 4.85. She I keep trying to take it down? Avery’s books said keep calling.

[Bruce Woodruff]

When this happened to me in the past, I would just respond to their comments with an honest comment showing the other point of view. "I'm so sorry that you had an unpleasant experience and had someone be so rude - this has never happened before in this neighborhood to the best of my knowledge, please come back and stay again"