Unfair bad review. Guest expected things never offered [USA]
I have a couple small-ish units in a weekend heavy tourist town. One of them is your typical hotel room sized with a kitchenette, cozy reading/TV chair/corner, and a full bath. My listing is very clear on the size and I specify every single amenity. My photos are not professional and do not use wide angle lenses, except for one which is able to capture basically the entire room (it's more fisheye and clearly not to scale). What you see is exactly what you get. I have all 5 star, glowing, reviews except this new one which is 2.
Their biggest gripe is that they were down there for a quasi family reunion and were "distraught" that they were unable to cook and have a large family dinner because the kitchen didn't have a stove, oven, and full cookware. No where in my listing does it mention I have any of those and my pictures are not ambiguous or misleading. Here's a picture of the kitchenette and the list of amenities..
They also complained that people could see through the front door glass if they wanted to and they felt EXTREMELY unsafe because of it. The glass is a narrow strip with old stained/bubble glass which also has a frosting film on the inside. It's so frosted that even if you put your hand up against it you wouldn't be able to see the hand from the other side.
Outside of that the rest of their review was very good andatched the general sentiment of all my other ones. Hell, had they reached out to me I would have given them access to my full sized unit which has everything they wanted, on the top floor (I don't rent that space).
I reached out to Airbnb to try and have the review removed. The rep was sympathetic and seemed to agree with my points. It'd be like booking a place that has no pool then giving it a 1 star review because it had no pool. That seems spiteful and not on good faith, do e simply to harm the host. I provided pictures of everything and they said I'd hear back in a couple days.
A day later I got a response that nothing on the review violated their terms and they would not remove it.
It sucks because I worked really hard to build a unique space and Im a very accommodating and involved host. This one 2 star, even weighed against all the 5s brings down my score. It's not enough to remove me as a super host but what if I get another one or two in the future? It's takes so many 5 stars too offset a single bad review. My place is normally in the top 1-3 results when you search in the town and it's kept me very booked. I don't want to lose that.
Is there anything I can do? Should I keep calling over and over hoping that they get exasperated and remove the review?