Please what does Airbnb review policy say about guest booked unbehalf of someone?

[Kaydee2]

Some customer support acts based on their personal opinion and they seem to come up with their own conclusion, which is frustrating to host who put in everything to sustain their business.

A guest who neither visited our place nor stay in our listing left us a review.
This guest wrote a review like someone that stayed and experienced our service firsthand and Airbnb customer disregard their review policy despite showing them where it is clearly written that a guest can't leave a review on a listing if they didn't stay there in person.

The customer support have really frustrated me on this, despite sharing a link to their review policy and also show where it is clearly stated.

What can i do? 

Please help me.

[Joelle43]

Hello @Kaydee2 

You're right, third party bookings are not allowed unless the booking is made via "Airbnb for Work".

AND as such, a review has to be deemed relevant and based on a guests personal experience, which is impossible if they never stayed there!  You even sent them the official Airbnb link that says exactly that - good for you but unfortunately you fell on a CS rep who is untrained and useless.  Call again and you have every chance of speaking to someone new and hopefully more knowledgeable than the last person!  Have that help link handy again and if all else fails, ask to speak to a supervisor.

After having written this I decided to go and check this bad review but I can't see one so maybe the review has been removed?

Good luck and keep us posted

Joëlle

[Alicia753]

Hi Kaydee,

As per Airbnb review policy, If a guest never arrived for their stay or Experience, or had to cancel due to circumstances unrelated to that stay or Experience, their review may be removed.

I recommend contacting a support and inform them that you wish to remove the review. here's a sample message for your reference:

Dear Airbnb Support Team,

I hope this message finds you well. I am writing to formally dispute a review posted on my listing by a guest who, according to my records, never stayed at my property.

Reservation Details:

Guest Name: XX
Reservation ID: HMXXXXXXX

It appears that the guest chose not to continue with her reservation. As such, this review does not accurately reflect the guest's experience with my property and could mislead future guests.

To maintain the integrity of the feedback on the platform and ensure that all reviews accurately reflect genuine guest experiences, I kindly request the removal of this review from my listing as per your policy:

https://www.airbnb.com/help/article/2673#section-heading-2-0

Reviews should be relevant

If a guest never arrived for their stay or Experience, or had to cancel due to circumstances unrelated to that stay or Experience, their review may be removed.

Thank you for your attention to this matter. I appreciate your assistance in resolving this issue promptly."

I hope this helps.

All the best,

Upfish Management