Also, regarding your 2nd half of the question, "Am I shooting myself in the foot by requesting reimbursement? Is airbnb likely to back me?"
I am going through a little dilema myself with a guest that disagrees with a review I posted of their experience, and our experience because it goes both way, and, because I mad sure to follow Airbnb policies and standards, they have shown me support and even offered to speak wtih the guests regarding the situation. They are amazing! You just have to follow the policies set in place for EVERYONE'S protection.
I just read this article that states, "It's no exaggeration to say that reviews are the glue that keeps the sharing economy together, instilling a potentially chaotic or unpredictable process with a sense of humanity and order. Reviews are what separate Airbnb from Craigslist." - Seth Porges, FORBES CONTRIBUTOR
I think as hosts, and guests, we always have to remember, although we are offering our homes, we are offering it to guests, and our guests should be treated with compassion - always. If you don't care about your guests, you shouldn't be hosting.
Grant it, I haven't had to write too many bad reviews, but in the instances I have, I have a formula for when I do.
1. I open it on a positive note (i.e. "The guests' communicated well prior to check-in.")
2. Then I go into the bad (i.e. Unfortunately, it seems a few items were missing after the guests' had checked out, as we have not had any other persons enter the apartment after they checked out. We have been unable to contact them directly to confirm this, but are happy to resolve the issue provided the guests contact us direct, or through Airbnb. Additionally, rules were broken during their stay, which were posted on our listing."
3. Finally, I also like to end it on a good note, even if it's hard, try (i.e. Although some of the house rules were broken, they had great communication in the beginning of their stay. I hope they continue to travel to new destinations and if they decide to continue to use Airbnb as a source for alternative lodging, I would suggest to possible future hosts, that you provide them with easy access to the House Manual, and House Rules, so this does not happen again.")
When writing the review, or any review, always be sure to adhere to the Airbnb policies. If you’re not sure about something, ask, or don’t include it at all. Here is a link: How do Reviews Work.
I think there is a positive way to be honest, even with a negative experience, without sounding rude. I also like to remember that these reviews are for future hosts and guest, and I would hate to give hosts a false expectation of my personal guest experiences, as well, I don't want future guests to perceive us as insensitive.
Just as guests rely on these reviews, hosts very much rely on these reviews to determine if guests inquiring will be a good fit for their home.
Hope this was also helpful!
Happy Hosting!
Izzie, Co-Host
LOV Puerto Rico