Review was removed by Airbnb, then reinstated weeks later, guest demanded rebate for honest review

[Maria-Eduarda15]

Hi fellow hosts,

I’m posting here because I’m at a loss with a recent situation and could use your insights.

I had a guest (Rhonda) whose review was removed by Airbnb over three weeks ago after I provided evidence that it was inaccurate, retaliatory, and violated review policies. Today, I discovered Airbnb has reinstated it without explanation. When I contacted support, they told me to go through the removal process again.

Here are the key facts:

• Guest admitted booking in the wrong location. Before arrival, she messaged me:

"We just noticed this is not Door County... how far is it to Door County as this is where we planned our activities. We looked at the wrong body of water."

• Guest asked for a rebate in exchange for an “honest review”:

"I'll take a rebate for providing an honest response."
This is clearly against Airbnb’s review policy.

• Review contains false statements about location and neighborhood: She claimed the home is “not close to Door County” (which she already knew before booking) and insulted my neighbors’ homes as “vacant and rundown.” I live in a well-established, affluent neighborhood where many residents have lived for over 30 years.

• Review content:

"Look elsewhere until maintenance can be confirmed. Not close to Door County, neighbors homes are vacant and rundown, fire pit area was dirty with food on logs, stairs are steep for those who are physically challenged, hot water not working in upstairs bathroom and screens need repair to open for fresh air. Owner offered $35 to give excellent rating and then asked to keep issues private. Concerned that AirBNB approved of this unethical behavior."

I want to be clear — I never offered this guest any money. This accusation in her review is false and damaging to my reputation.

• Case timeline: Airbnb reviewed my case and removed this review three weeks ago (I have the email confirmation). Now, it’s back up without warning.

This feels like a clear violation of Airbnb’s own policies regarding review extortion, accuracy, and relevance. I’ve sent all screenshots and evidence again, but I’m concerned about the precedent this sets if reviews that are already removed can suddenly reappear.

Has anyone else experienced a review being reinstated after removal? How did you handle it, and did you manage to get it taken down again?

Thanks in advance for your advice and support.

— Maria

[C197]

@maria So sorry to hear this, seems very retaliatory and I hope it gets sorted as damaging to your business. 🙏🏼

[Maria-Eduarda15]

Thank you for the support, I’m trying my best to get this addressed ASAP to a higher Airbnb team.

[Helen3]

I'm sorry this happened but a little puzzled as to why you left a glowing review for such a terrible guest? You said

'Rhonda and her group were great guests. They kept good communication and respected the house rules. They are welcome back anytime'

@Maria-Eduarda15 

[Joan2709]

@Maria-Eduarda15 

Were any of the statements below the guest made in the review true?

fire pit area was dirty with food on logs, stairs are steep for those who are physically challenged, hot water not working in upstairs bathroom and screens need repair to open for fresh air.

- You listing doesn't state guests must climb stairs anywhere? It should be listed in the Guest Safety Section and I would add it to the Other Details (in Description Section) - it appears you have not added any info to the Other Details Section or Guest Access Section?

Some of the guest claims may be false, but it's true your listing didn't indicate guests must climb stairs. Were the screens in need of repair and were there issues with the hot water?

Airbnb does not remove a review anymore these days if what the guest says is untrue. There was a clear violation of their policies regarding asking for compensation in exchange for a review and the guest was at fault for not verifying the location. However, if any of the other comments are true, then Airbnb has not been removing the review. You can respond to the review (you did that well), but that's about all you can do.

Remove Your 5-star Host Review

https://www.airbnb.com/help/article/367#section-heading-1

I would contact Airbnb at at least have them remove your 5-star review of the guest as @Helen3 points out.

[Maria-Eduarda15]

None of what the guest stated in their review is true — it was entirely retaliatory. The shower’s hot water is working perfectly, and the stairs are clearly shown and mentioned in my listing. The fire pit area was clean before check-in, and the “screens needing repair” claim is false. This guest was simply upset because they booked in the wrong location, even though the listing clearly states Peshtigo and shows it on the map. They then insulted my neighbors and demanded a rebate in exchange for “an honest review.” They can’t provide any proof of their claims.

[Joan2709]

@Maria-Eduarda15 

I have no doubt the guest retaliated...

When I checked your listing you did not have "must climb stairs" in the Guest Safety section? Even if you have photos showing the stairs, you need to add that to the Guest Safety Section? You mention a "2nd floor" but nothing about "steep stairs"? Now of course, if there is a second floor there will be stairs. You still need to add "must climb stairs" to the Guest Safety Section. "Steepness" is relative and is opinon, but you still need to add they must climb stairs to the Guest Safety Section.

Even if all the guest wrote was untrue, Airbnb is not arbritrating truthfulness of reviews these days...unfortunately. 

Reviews

https://www.airbnb.co.in/help/article/2673

[Rob7820]

This has been happening a lot this year. No advice, but lots of well wishes.

[Ridge-and-Dan---RND-Stays0]

I'm sorry you are experiencing this! We just had the same thing happen - guest wrote retaliatory review and even confirmed in reservation chat that they gave a 1 star due to a claim we made because their dog urinated on our couch and destroyed it. Review was removed through the form and Content Integrity team. Then apparently guest just called Airbnb to have the review reinstated. This is unbelievable because it's a policy breaking review. Airbnb needs to be held accountable for these things and how unfair they have made the process for hosts. @Alex @Rebecca @Elisa @Quincy @Airbnb @Lizzie @Stephanie @Liv @Katie @Emilie @Anna @Nick @Francesca @Paula @Bhumika @Sybe @Stephanie