Airbnb Failure to Remove Retaliatory Reviews

[Uptown0]

After 10 years of hosting on Airbnb in Miami, with 20 listings in the same building and a proud Superhost status, I’ve had countless positive experiences. I’m fortunate that I’ve rarely needed to contact Airbnb to dispute retaliation reviews, and when I did, Airbnb’s support team was always helpful.  

However, this time was different and I really need help, this is why I am writing this . Despite multiple attempts to dispute a retaliation review with all documentation, I kept receiving automated messages from Airbnb, leaving me feeling anxious and unsupported specially with what was wrote. I want to share my experience here in hopes of finding advice or support, as this situation has been particularly disheartening after so many years of hard work ensuring guest satisfaction.

The Incident

I received a booking from a new Airbnb guest account. Based on my experience, I always try to connect with new guests before accepting their booking. This helps set expectations and ensures they understand how we manage our listings. Unfortunately, new accounts can sometimes be demanding, especially in Miami, where guests often expect hotel-like service despite our significantly lower prices.

This particular guest never communicated with me before the booking, but since it was during the busy Art Basel event and availability was limited, I accepted the reservation.

The day before his arrival, I tried reaching him multiple times through Airbnb messaging but received no response. I eventually texted him directly, and he replied to ask for an early check-in. I happily accommodated his request, allowing him access to the property earlier than usual. However, he didn’t notify me upon arrival, nor did he thank me for the early check-in.

From experience, this lack of communication was a red flag.

The Complaint

The morning after his arrival, I texted to check if everything was satisfactory. Around 2 PM, I received an aggressive message claiming it was the “worst experience ever” and that his girlfriend was at the emergency room due to a mold and mildew allergy. He demanded an immediate refund.

I politely responded, explaining that our property undergoes regular maintenance to prevent mold and mildew. In 10 years of hosting, we’ve never had such an issue. I informed him I would visit the property immediately to inspect and resolve any concerns. He replied that they had already left and insisted on a refund.

The Investigation

Feeling suspicious because I know we do not have this kind of issue since I always checked all our place prior our guests arrival, I rushed to the property and took detailed photos to prove there was no mold or mildew. I even inspected and added pictures of cabinets and other hidden areas. While I did not find any mold and mildew evidence, the studio was quiet spotless, as if no one had stayed there.

I wanted to make sure they really were there so I checked our outdoor cameras and confirmed my suspicions:

• The guest and his girlfriend arrived at 1:30 PM (before the standard 3 PM check-in) with suitcases.

• Two hours later, they left the property, taking some of their luggage with them.

• At 6:30 AM, the guest returned with another man (not listed in the booking), collected the remaining luggage, and left.

It became clear that they never stayed overnight, violating our house rules by bringing an unregistered guest.

Airbnb’s Involvement

An Airbnb representative contacted me on behalf of the guest to discuss the refund request. I provided all evidence, including photos and video footage, showing that:

1. There was no mold or mildew in the property.

2. The guests never stayed overnight.

3. They violated house rules by bringing an unregistered guest.

I also asked the guest to provide documentation from the emergency room, which he never did. After reviewing the evidence, the Airbnb representative agreed not to issue a refund.

Retaliation

The guest began sending threatening messages via Airbnb, claiming he would take legal action and have my listing removed unless I issued a refund. I calmly replied that I was following Airbnb’s policies and had provided all necessary evidence to support my case.

And off course, he left me a very bad review with false statements but that was not the worst.... The worst part was this :

"It’s appalling that, on top of the poor conditions, I also endured a racist and prejudiced experience. I strongly urge Airbnb to review this host and listing"

He accused me of being racist, despite the fact that I have never met him in person. Based on his profile and the footage from our security cameras, he appears to be of the same ethnicity as I am. This accusation is not only completely unfounded but also defamatory, biased, and an example of hateful speech that I never expected to encounter from any guests 

When I called airbnb , I was sure they will be on my side and remove this ugly retaliatory review, I never expected Airbnb to turn a blind eye to the harm caused by this review and kept sending me automated message as : "this is not violating airbnb review policy"

If they are allowing someone to use such baseless and harmful accusations without consequence is unacceptable.

Not being heard or receiving justice in this situation not only affects me but could also encourage other guests to behave abusively in the future.

This experience has been incredibly stressful, especially after years of working hard to maintain a stellar hosting record. While I appreciate Airbnb’s initial support, the automated responses during the dispute process left me feeling abandoned. I hope sharing my story helps other hosts who might face similar challenges.

The potential consequences for my reputation and business are serious, and I cannot let this go unresolved.

I have also reported the guest’s threatening messages and urgently need help to have this unfair and defamatory review removed. It is essential for Airbnb to support its hosts and protect us from such unjust treatment

So I hope I will find help here 

Thank you to whoever will help me 

[Donna1424]

I have been having an issue with Airbnb regarding communication.  I have requested a Native English representative 4 times.  Not once has this request been acknowledged.  I cannot understand the representative and I cannot get anyone to help.  

Airbnb had one of my listings blocked for the month of December.  My calendar only showed one listing which had been made several months prior and Airbnb showed part of that reservation as available.

Two things occurred that led to this discovery:  Airbnb called me to find out if I would accept a booking on the same day my reservation what checking out and, my friend made the comment I must be doing well with all my bookings.  The airbnb representative told me I needed to update my calendar and to fix it because it made it difficult for guests if I didn't keep it up to date.  I was a little put off by his tone and I had no idea what he meant.

I had a second friend check the site and it showed the same thing: all dates busy except for three days, (the three that were already booked.)  What was going on?

I 

When I called Airbnb, the first representative said the reason all those dates were blocked was because they had passed.  They had not passed in entirety and the one booking wasn't listed.  I asked the representative that if this were true, then why didn't all my months, August, Sept, Oct, and November display this way.  In fact no month for the last three years I have been hosting has ever presented with a line drawn thru the  dates after they have passed.

I figured I must not be understanding the representative and requested a representative who spoke English as a Native language.  This was the first of four requests that have all been ignored.  That coupled with their automated messages  asking  if I still needed help, are beyond frustrating.

The next call was at 4:00 a.m. I had asked that they not call me in the middle of the night, but that too, was ignored.  I told the representative to call back during normal working hours.

I called later that morning, at 8:00 a.m. and again requested a representative whom I could understand.  My request was ignored and I was not able to understand the representative.  I asked repeatedly. She talked over me.  I Did manage to get another reason for the blocked dayes and that was that my co-host must have blocked them.  My co-host is my son, who definitely did not block the dates.  I requested a supervisor  and was told I could not be transferred.

The third time I called, I was told that I needed to prove that these dates were blocked.  I sent a screenshot from another friend who was able to also see the blocked days.  My calendar showed them as not blocked when I logged on.  So, only ifg I were a guest tryng to book, would I see the blocked dates!!

So now I have two people, unknown to each other, showing on their phones that it was not available.  Two screenshots.  Again, my requests for a Native English representative were ignored.  I then asked my son if he would call and check out the situation.  He was told that the blocked dates were attributed to the guests phone settings.  Really ?  Two different people have their phones showing blocked dates because of their settings?  I think not.

I have called again and again,and, I still  cannot understand the representative.  I request a supervisor, I request a person I can understand, and I request them to have their IT guys to tell me when and who changed these dates.  I know for a fact, that they can tell me the exact time and date and person who makes any change to the settings.

The requests are ignored.  I ask for the reason and they tell me to screenshoot the calendar.  I have told them I already did.  But they just say I need to do it again.  A supevisor has not reached out to me.  An Native English represenytative has not reached out to me.  I cannot get Airbnb to communicate with me in a way I can understand.  I have asked for a translator, again, nothing. 

Has anyone else had these problems ?  How did you handle the loss of income and how many stories were you told?  Is the FTC the only way to resolve this?

Thank you