Airbnb Failure to Follow Policy to Respond within 24-48 hours - Its been 3 weeks

[Maribel330]

Subject: Urgent: Request for Executive Intervention - Defamatory Review & Critical Business Impact

Dear Airbnb Leadership,

I am writing to request immediate executive intervention regarding a defamatory review that has completely halted bookings at my Superhost property in Reedley, California. Despite 26+ attempts to reach resolution through standard channels, critical errors by your team have prevented the issue from being addressed, causing severe financial harm to both myself and Airbnb.

Impact Summary: Since the defamatory review was posted on November 20, 2025, my previously 5-star Superhost listing has received zero bookings. In a small city like Reedley where only a handful of Airbnb properties exist to serve our community's hospitality needs, this represents not only significant personal financial loss but also reduced lodging options for travelers and lost revenue for Airbnb.

Background - Guest Violation & Subsequent Retaliation:

On November 20, 2025, guest Amir Ghannam booked my property for 5 guests but arrived with 8 people. When I contacted him per my outdoor Ring camera notification, he stated he had rented the home for others and didn't know how many were staying. After discussion, he confirmed 7 guests—2 beyond his reservation. I charged the additional guest fee clearly stated in my listing, which he disputes in his review.

More concerning, the family deliberately disabled all exterior lighting by manipulating the breaker box, preventing me from monitoring arrivals per my city licensing requirements. This required an emergency electrician call on Thanksgiving Day to diagnose and repair.

Upon departure, my cleaning crew discovered extensive damage: excrement on beds, soiled diapers throughout the property, and evidence of a large gathering. The cleanup required 3 large garbage bags and additional cleaning time. I submitted modest claims for $75 (extra cleaning) and $56 (missing throw blanket), which Airbnb approved and reimbursed approximately three weeks ago.

The Defamatory Review:

In apparent retaliation, Amir posted a review falsely claiming I "charge for unexpected items" (the additional guests were clearly disclosed in my listing) and warning the community to "stay away" because I "constantly watch by cameras." This language strongly implies interior surveillance, which is categorically false and violates Airbnb's review policy prohibiting misleading statements that could harm a host's business.

Airbnb's Processing Failures:

Your Claim Specialist, Asher B, has made repeated errors that have compounded this situation:

1. Failed to properly close both settled claims ($56 and $75) despite reimbursement being processed
2. These unclosed claims are blocking the Integrity Review team from addressing the defamatory review
3. Despite my 26+ contact attempts via phone, Twitter, and Facebook, no resolution has been provided

I am now caught in an administrative loop where one department cannot act until another completes basic claim closure—a task that should be routine but has inexplicably stalled for weeks. This lack of response defeats the purpose of ever addressing issues with guests who ruin the home. 

Business Impact:

As a Superhost maintaining a perfect 5-star rating prior to this incident, the sudden appearance of this defamatory review has been devastating:

• Zero bookings since November 20, 2025 (previously consistent bookings)
• Loss of income during peak holiday travel season
• Damage to professional reputation built over years of excellent service
• Reduced lodging options for Reedley community (limited Airbnb inventory)
• Lost revenue for Airbnb platform

Request for Immediate Action:

I respectfully request executive intervention to:

1. Immediately close the settled claims ($56 and $75) in your system
2. Escalate the defamatory review to Integrity Review team for removal under your Content Policy prohibiting false, misleading, or retaliatory reviews
3. Assign a dedicated case manager to resolve this matter within 48-72 hours
4. Provide direct contact information for the assigned resolution specialist

Why This Review Violates Airbnb Policy:

• Contains demonstrably false statement (charges were clearly disclosed in listing)
• Misleading implication of interior cameras (violates trust and safety standards)
• Retaliatory in nature (posted after legitimate damage claims)
• Materially harms host business through false characterization

Supporting Documentation Available:

• Communication with guest confirming 7 occupants
• Cleaning crew statements and photographs
• Electrician report on breaker box manipulation
• Airbnb reimbursement confirmations
• Listing screenshots showing disclosed guest fees

I have been a dedicated Superhost committed to providing exceptional experiences in an underserved market. This situation, compounded by administrative failures, has created an untenable business impact that urgently requires resolution.

I am available for immediate discussion at 559-970-7665 (Pacific Time) and can provide any additional documentation needed to expedite resolution.

Thank you for your prompt attention to this matter. I remain confident that Airbnb's leadership will address this situation fairly and restore my ability to serve our community.

Respectfully,

Maribel Hernandez
Superhost
Reedley, California
559-970-7665

****
Photo tour - Listing editor - Airbnb