Airbnb Refuses to Remove Retaliatory Review Despite Clear Policy Violation

Lisa9832
Level 2
Auburn, WA

Airbnb Refuses to Remove Retaliatory Review Despite Clear Policy Violation

I’m sharing my experience in case other hosts have faced similar issues and can offer advice on how to get a review removed that is clearly retaliatory and full of false statements.

 

A guest blatantly violated our clearly stated pet rules by leaving their dog unattended, uncrated, and noisy for hours. They admitted this in messages, and we have video evidence. The guest then posted an obviously retaliatory one-star review containing false claims that damage our hosting.

 

We submitted photo evidence disproving the false claims and requested to submit video evidence of the guest breaking the rules, but Airbnb never gave us the opportunity. Instead, we received a generic reply stating that the review complies with their policies and will remain.

 

Until now, all our reviews have been stellar 5-stars, so this review and its low rating unfairly impact our overall score.

 

It’s beyond frustrating that Airbnb makes it so difficult to remove an obviously vindictive review. We’re seriously considering legal action for slander, as these false claims will cost us financially.

 

We are deeply disappointed that Airbnb allows slanderous and clearly false reviews to remain on the platform, undermining hosts’ reputations and disregarding their own policies. If Airbnb doesn’t enforce its rules against retaliatory and false reviews, we may have to take down our listing.

 

Has anyone successfully escalated a similar case? I’d appreciate any advice. 

29 Replies 29

@Eunicia1 

I also suggest turning off Instant Book if using it.

Thanks @Joan2709! We've already done that.

I feel the same way, it's so disappointing. We have also removed instant booking and are looking at listing our home on other sites instead of Airbnb.

We are currently in the process of setting this up (list on other platforms and consider a direct booking site) and hope to have it implemented soon...

Jean651
Level 10
Saint-Tropez, France

YEP!

It's horrible that we all have to go through this. Are you still dealing with your issue? 

Danelle21
Level 2
Warwick, RI

I’m really sorry you’re going through this, I’m in the same position right now. A guest with no prior Airbnb history made a serious but false claim about my property, "bed bugs" and despite providing documentation from a licensed pest inspector, Airbnb has refused to remove their review.

 

It’s incredibly disheartening that hosts who have worked for years to build trust and maintain Superhost standards aren’t protected from retaliatory or slanderous reviews. Airbnb’s own policies say retaliation and false health allegations shouldn’t stand, yet here we are.

 

I agree that hosts need to support each other and push for Airbnb to enforce their policies fairly. 

I agree, wondering how we can unionise lol

Jean651
Level 10
Saint-Tropez, France

I just got a 2 star (my average is at 4.86-with that 2 star and we manage 32 properties) because their dog could not go into the public residence swimming pool and they could not run, jump, splash and be loud...in short they could not be obnoxious!...among other diffamatory lies.

But the dog in a public swimming pool I had not had that one yet!!!😂

I am still battling it!!!
Been on it 6 days straight, been turned down 4 times and I refuse to back down. I have not even tried to fight an abusive commentary for years as I know it is pointless...but this one!!!...and I gifted them pool towels AND they concealead damage to the outdoor sofa by their dog ripping a seat cushion ( they flipped it on check-out)....I sent pics...and they are the good guys!

 

INSANITY!

And...of course I have many other abuses to report but this one is my 2025 winner so far!!!🤣😅🥒

Sorry i know how frustrating it is to bend over backwards 130% of the time and being treated like this by a platform you generate 100's of thousands for over the years - with 5 stars pretty much ALL THE TIME! ;(

SHAMEFUL!

Linda640
Level 2
Melbourne, Australia

I'm in the same boat. Guest checked out late, brought a dog and left a one star review. Tried twice to get it removed and it's had a devastating impact on my listing. It doesn't show anymore under Guest Favourite, despite 99% of reviews being 5 star. I've also moved to other platforms, built a direct booking website and am going to do my best to be less reliant on Airbnb. They do not care at all. 

I’m so sorry you’re going through this — I had a very similar, horrible experience. In my case, the guests actually left a 5-star review at first. Once they saw the honest, negative review I left about them checking in early without our permission, creating their own parking space, and several other violations, they deleted their 5-star review (which Airbnb allows them to do).

 

Then, they retaliated by falsely reporting my listing to Airbnb, claiming they felt unsafe on our property and even accusing my husband of making comments about another guest — all completely untrue. Because of their false report, both of my listings were shut down for at least two weeks while I fought to dispute their claims and explained to Airbnb that this was clear retaliation (especially since they had originally left a 5-star review).

 

My listings were eventually reinstated, but honestly, I didn’t feel safe afterward. This guest continued to message me through the platform, so I had to block them and report them for safety concerns.

 

Because of this horrible experience, I no longer leave reviews for guests at all — it’s just not worth the risk. What I’ve learned is that, unfortunately, Airbnb tends to favor guests over hosts because guests are ultimately where they make most of their money.

 

I really empathize with your situation, and I agree — it’s frustrating and discouraging when clearly retaliatory and false reviews are allowed to stay up, especially when you have proof.

@Shawna41 

This should NEVER have happened. This is yet another loophole that guests are exploiting to punish Hosts after they have already left their review.

 

Guests should NOT be able to complain about issues after 72hours per Airbnb written policies; especially AFTER they have written a 5-star review. This listing should have never been suspended! 

@Bhumika @Rebecca can you forward this to the appropriate Team at Airbnb?

Airbnb informed me that it’s a guests right to ask that their review be removed after it’s been published.

@Shawna41 

That is correct. Both Hosts and guests have the right to ask for their own review to be removed. 

 

Removing a Review You Wrote

https://www.airbnb.com/help/article/3582

 

Joan2709_1-1756729136518.png

 

What I was referring to was the guest going to Airbnb and deliberately trying to get your listing suspended AFTER they had already written a review (5-stars) and after the 72hr period to report issues. This was clearly retaliatory after you had written your honest review. The help article specifically mentions safety issues, which is one of the things the guest used to get your listing suspended. Not sure about the timing of this guest's claims. 

 

72Hrs to Report an Issue

https://www.airbnb.com/help/article/2868

 

Joan2709_0-1756730533840.png

 

I have sent you a Direct Message.

Cesar1187
Level 2
Madrid, Spain

I’ve had a similar situation and as result of new totally unfair and not transparent system I have decided to stop using Airbnb after more than 10years of being host with up to now 5 score. I’ll move to Booking.and other platforms.

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