Airbnb Refuses to Remove Retaliatory Review, Time to Boycott

[Anthony2576]

I don't know what's worse, what happened to my family using Airbnb while abroad, or their response.

We checked into a 3 month reservation that had severe health and safety issues that we initially reported to the host, then to Airbnb. The listing was not as advertised, nor in livable or safe conditions. (non working toilet, exposed electrical wiring throughout the entire apartment, non working outlets, every closet being locked, etc.) The host refused to do anything about it, then made a false claim saying we refused to let them enter the apartment to examine the toilet issue, which is absurd. If we are staying in a 3 month reservation, we obviously need a working toilet. They then went on to deny the other issues existed and said we caused them, and that the closets are not included (which is also absurd because this is not listed anywhere in the description). Who rents an apartment with every single closet being locked and guests having no where to put their clothes or belongings (if so, this needs to be disclosed!)

As a result, we were forced to end our reservation early and received a refund. We reported the host, listing, and all of the very serious safety and health issues to Airbnb providing numerous photos and videos showing times and dates. The host then attempted to create a false claim for non existent damages, which was denied by Airbnb.

As a last attempt at retaliation, this host left us a horrible review the day the deadline to leave a review expires (hoping I would not see it or leave them a well deserving bad review). This is the clearest act of retaliation possible, yet Airbnb refuses to do anything about it.

Upon seeing the host left a review (not when we checked out, but weeks later on the day the deadline to leave a review expires) I immediately reached out to Airbnb support to report this host again and to request this false, slanderous, defamatory review left in clear retaliation be immediately removed. Given all the numerous case numbers we made FIRST against this host, I figured everything would be documented and it would be an easy process.

Airbnb seems to only have human support from people in overseas call centers (including "supervisors" who claim they have no authority to escalate anything, nor transfer me to this "department", which I believe is solely AI, as no human could possibly read my 2500 word count review removal request with 20 photos (max word + photo count allowed) and deny it within 10 mins, yet have me waste 2+ hours of my life on the phone being given the run around with no solution.

It is obvious they are using AI to automatically reject negative review removal requests, even with substantial evidence and photos, because any human would clearly be able to see this is a retaliatory review and immediately remove it. Instead, the review is still there, another day of my life is wasted dealing with this unresolved issue, and I am not going to be able to make another reservation on Airbnb because their AI system doesn't want to remove a false, slanderous, defamatory review left only in retaliation due to the numerous very serious issues I initially reported with the host and listing, that resulting in me leaving the 3 month stay early and receiving a refund.

This is absolutely shocking and appalling. Airbnb pretends paying customers are not important. Perhaps they don't see the long term effects this issue will create for many other users by relying on AI instead of human support. As a result, I am strongly considering boycotting Airbnb unless an immediate resolution and apology is provided. Who has the time or energy to go through something like this? It has taken a significant toll on my health and I am definitely contacting a lawyer because of this. 

For reference, I live abroad and have used Airbnb for 6+ years. I would like to think I'm valued as a high paying user of the platform, but clearly I am not. If no immediate resolution is provided, I will use another platform to find rentals while I travel and live abroad, if this is the type of service they provide now.

I am also contacting and lawyer and seeking punitive damages because this host left us a false and defamatory review only in retaliation, that Airbnb refuses to remove, which is now preventing me and my family from finding a place to live. Airbnb should be ashamed of themselves, prioritizing profit by removing human support and replacing it with severely flawed AI and customer support located in overseas call centers that provide no real assistance.

I also lost a full week of work and sleep dealing with this issue. It will be much easier to stay in a hotel and not have to deal with anything like this ever again. 
This is my response to the false defamatory review that I am now contacting a lawyer to get removed, as well as seeking punitive damages for what's occurred to me and my family. I wouldn't wish what I went through on anybody. This is by far the worst experience I have ever had with any rental anywhere.

"This review is 100% false, defamatory, and in retaliation to us first reporting the host and the numerous very serious health and safety issues we had with this reservation that forced us to leave this reservation 2 weeks into our 3 month stay and receive a refund. The host submitted a false claim of non existent damages, which was denied by Airbnb. As a final attempt at retaliation, they left a false and defamatory review the same day the deadline to leave a review expired, thinking I would not see it or have time to respond or leave them a review.

This host and listing should be removed from Airbnb for the very serious numerous health and safety issues we reported that have been documented with photo and video evidence, including a non working toilet, exposed electrical wires throughout the apartment, non working electrical outlets, all of the closets in the apartment being locked and unusable, and trash scattered in front of the apartment by the bar that is directly by the apartment (which the host tried to blame me for).

In addition, the host's behavior is beyond unacceptable and unlike anything I've ever encountered using Airbnb. The host initially refused to address the non working toilet issue, lied and said I refused to let them enter the apartment to address these issues, tried to get me to pay for non existent damages by creating a false claim, then left a false and defamatory review, not when we checked out, but on the day the deadline to leave a review expires (only thinking I wouldn't see this or have time to give them the bad review, which they knew they'd receive because of the extreme amount of issues we had with this host and listing, that have all been reported to Airbnb).

All of this has been previously documented with the following case numbers: ** and **. I am asking for this false and defamatory review to be immediately removed and for this host to be removed from your platform for behavior that violates your terms of service, as well as this listing that is significantly not as described.

I live abroad with my family and depend on Airbnb to find accommodations. A false defamatory review based on retaliation can prevent my family from finding a place to rent. If need be, I will involve a lawyer and seek punitive damages if this review is not immediately removed, as nobody will rent to someone with a bad review, which is 100% false and only done as an act of retaliation. In addition, we have photos showing we left the apartment in perfect condition.

**[Personal details removed in line with the Community Center Guidelines]

[William1254]

Sorry to hear @Anthony2576. Fingers crossed for some resolution with a lawyer.

I've had a slightly different situation with appealing a negative review. As a host, I filled the form with several photos and 2500 characters. Rejection came back 6 or 7 minutes later. Airbnb support promised they would "attach some notes" to support us, if I messaged them when I submitted. I doubt they did, given the timeframe. Seems a lot like it's automated/AI rejection. I also just don't believe that a human read through everything in that time. Feels a lot like gaslighting from Airbnb's side.

[Joan2709]

@Anthony2576 

So sorry this happened...One thing the host mentioned was smoking inside the unit? Did that happen or was that fabricated as well? Usually Hosts have to provide proof of smoking to Airbnb.

Airbnb started using AI for review disputes in Apr-May 2025.

Many Hosts have also experienced what you have since the change to AI review disputes...retaliatory reviews from guests that violate Airbnb written policies, but Airbnb allows the review to remain. (we are in the same boat sadly).

You could try posting on Airbnb's social medial accounts: X/Twitter, Facebook about what happened.