I am writing to get help on how to formally escalate my concern regarding the handling of the case with a guest. From the start, this situation has been mishandled in a way that has not only caused me financial loss but also significant stress and an unnecessary waste of time.
During her stay, the guest caused multiple serious damages to my property — including broken fixtures, ruined linens, and wall damage — all of which were properly documented and reported through Airbnb’s official channels. Following the appropriate process, I submitted requests for compensation with full photo evidence and documentation. It was only after receiving these requests that she retaliated with a review full of falsehoods and misleading claims, completely detached from the reality of her stay.
Despite my extensive documentation, the decision was made to allow her review to remain published. This outcome feels deeply unjust and undermines the platform’s own policies, which are designed to protect hosts from retaliatory or demonstrably false reviews. I have complied with Airbnb’s process fully, even submitting disputes through the official forms (which I now cannot use again as I have exhausted the maximum allowed submissions).
As a host with 14 years of partnership with Airbnb, a long history of positive reviews, and the recognition of Superhost status, I am extremely disappointed in how this case has been handled. I have always gone out of my way to make my guests feel safe, comfortable, and at home while respecting Airbnb’s policies. To have this dedication dismissed in favor of a clearly retaliatory review feels not only unfair but damaging to the trust I’ve built with future guests.
I must stress that this situation has caused me significant stress, as I have wasted countless hours writing, calling, repairing damages, and coordinating support, only to be left without a fair resolution. This is not the standard I expect from Airbnb as a trusted partner.
I have respectfully requested that this matter be revisited by a higher-level team for proper evaluation and that the unjust review be removed to reflect the facts of the case. I have spoken to countless people. I always have to retell the whole process and no help at all
