Superhost Hit by Statements Inconsistent with Documentation — What Would You Do?

[Richard3268]

I’m a Superhost with numerous guest stays, consistently maintaining a 4.8 to 5-star record. I've hosted numerous guests.  Recently, a guest left a review full of claims inconsistent with video documentation, laced with

profanity, and omitting key context — including damage they caused to the property.  So far, AirBnB declined the removal of the review. 

I don’t blame Airbnb and understand they have to strike a balance. However, I’m looking for advice.

Here’s what I submitted to Airbnb:

• A time-stamped video from our professional cleaners showing the home was spotless at check-in

• Documentation that a door was damaged during this group’s stay, independently time-stamped

• A report covering the review’s profanity, falsehoods, and property damage

One example: the guest claimed they had to change the trash “every 5 minutes,” complained about dead flies (none were present at check-in per video), and said I was “hands off” — despite the fact I was on site at check in that very day.  Ironically, I don’t think the group realized I was the host when we spoke. I was casually dressed, wrapping up prep work at the home.

Airbnb declined my first dispute and is now reviewing my resubmission under the content policy.

I'm not here to complain, but to learn from this community — a group I respect — on a platform that has been very positive for me overall.

Fellow hosts:

• Have you had a similar experience?

• Has Airbnb ever reversed a removal decision for you?

• What finally made a difference?

I appreciate any thoughts as I continue to work toward resolution.

[Richard3268 · Accepted solution]

Hi Everyone, Airbnb removed the inappropriate review before this post.  I just realized this and it gives me confidence in the process. 

It does take time to gather the documentation, but for your benefit I wanted to add that on my second submission I provided video documentation and more detailed screen shots.  I was unable to load  the video initially and had to email that separately.

[Elisa]

Hi @Richard3268 😊, 

Thank you so much for asking this question here and for sharing an update as well.

I’m glad everything has been resolved for you!