- Introduction:
In order to effectively dispute a review, it is imperative to have a comprehensive understanding of the pertinent Reviews policy and Content guidelines associated with the respective channel. Essential policy links can be accessed in the "Channel Support Numbers & Reviews Policy" document available on our Google Drive:
https://docs.google.com/spreadsheets/d/17VGdQ4eHxirk7xuVv-eikwm6DFUyB9Vzf1epVDJYfoU/edit?usp=sharin - Criteria for Review Dispute:
While the content of the review is the most important and helpful when it comes to disputing one, attention should also be given to specific criteria prior to submitting a report. These include messaging with the guest (especially thru Airbnb), threats and money extortion attempts, damages to the property, violation of listing’s House rules and approved Damage requests, etc. - Comprehensive Case Review:
You should review the entire reservation and its associated content as a whole in order to gain a nuanced understanding of the case. Sometimes, a single review may implicate multiple policy violations, and choosing the most relevant or using all applicable ones can enhance the likelihood of achieving the desired outcome. - Reporting Tips:
Not all the agents are well-acquainted with the policy of the channel they are representing. Do not hesitate to report the review multiple times in case you are sure your request is in full accordance with the policy you are referring to. Small note: channels detect cases that they do have open ticket for. If you are willing to apply second / third / fourth report and get another agent, ask the previous one to close the ticket and wait for the confirmation from their end. - Efficient Reporting:
It will be time-consuming to report “simple” cases via appropriate channel’s messaging as it gives you the opportunity to not waste your time on long verification process, waiting on hold and discussing the obvious violation over the phone. Also, this gives you the opportunity to have several open cases and monitor them all at the same time. - Documentation and Tracking:
Take a screenshot before reporting to prevent loss of content. Fill in the Daily report file with the necessary details and create a Trello task under "Bad Review Requests to Channels" for easy tracking.
By adhering to these guidelines, the review dispute process can be conducted efficiently, maximizing the chances of a favorable resolution while ensuring meticulous documentation and tracking for transparency and accountability. You can also feel free to check our video tutorial for a comprehensive understanding of all the aforementioned:
https://drive.google.com/file/d/1x-b0lgY9uw1Ql7QERKY0beUr1QajoaKI/view?usp=sharing