Remove comments

[Marlene-Guadalupe0]

Se puede eliminar comentarios publicados de un huésped que señalo una mala calificación por cobrarle daños que causo en la propiedad y no se hizo responsable… 

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Google Translation added by Community Manager:   

Is it possible to remove published comments from a guest who left a poor rating because they were charged for damages they caused to the property and did not take responsibility?

[Eunicia1]

We have recently been in the same situation. While we are still waiting to be compensated for the damages to our property and the case remains ongoing with Airbnb, we were shocked to receive an automatic response within only 8 minutes stating that the guest’s outrageous and dishonest review was in line with Airbnb's rules and standards.

When we asked Airbnb to contact us directly to clarify the matter—and despite providing them with all the recordings and supporting information—Airbnb never addressed the issue.

My advice is to respond publicly to the guest’s review and share the truth. What we learned from this traumatic experience is that Airbnb is primarily a business-oriented company, and as hosts, we are left to handle these challenges on our own.

[Snehal1]

I was also in the same situation and unfortunately did not receive much support from Airbnb. A guest left me a bad review after I charged them for damages they had caused, and despite providing evidence, Airbnb did not remove the comment. It can feel very unfair when we try to protect our property and end up being penalized in the reviews.

[Emilie]

Hi @Marlene-Guadalupe0 @Snehal1 and @Eunicia1, 

I'm sorry to hear you had some trouble with reviews following some recent reservations. You can find Airbnb's full review policy in the following article: Airbnb's Review policy

If you believe that the ones in question go against this policy, I suggest you reach out to the Support teams outlining exactly which part it violates. If you have already, perhaps you could tell us more about your situation so the community can try and guide you further?

Thanks, 

Emilie

[Snehal1]

Thanks for the support.    All is Well.

[Emilie]

Good to hear, thank you for coming back to confirm @Snehal1 🙂 Did you get any review removed in the end?