Airbnb Refuses to Remove Retaliatory Review

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Katie1699
Level 3
Atlanta, GA

Airbnb Refuses to Remove Retaliatory Review

Has anyone else faced issues with Airbnb refusing to remove a obvious retaliatory review left by a guest? I have documentation and proof of messages exchanged between me and the guest, as well as messages between me and Airbnb support before the review was left, and both of my requests to remove the review were denied and reaching out to support was unhelpful. Every support person I speak with reiterates the same automated sounding message. I feel like I'm losing my mind.

I had a guest stay last week who brought a small dog with her to my no pets apartment. She did a good job of hiding it and I didn't notice it until the last day of her stay where it was unleased outside on my security cameras. Before even confronting the guest, I reached out to Airbnb support for advice on how to handle this rule break, since this was the first time someone had brought a pet without permission. They said I could confront her about the pet and charge a fee for the extra cleaning. So I did this. I said "Hi ____, checking my security cameras this morning, I saw you have a dog with you, despite my listing being no pets. I just wanted to let you know that there will be an additional charge for extra cleaning to run an ozone machine to get rid of the pet dander. My home is listed as no pets to keep it safe and comfortable for people who have pet allergies, as well as for myself, and I'm allergic to dogs." And I requested a small $50 fee. She responded after checkout and said "I won't be paying anything love I appreciate you ,you can speak with airb n b. He service animal". And then right after, left a 2 star review with the only comment saying "Kinda of rude". 

Even though she claimed it was a service animal, I am skeptical because it was a chihuahua, which I guess could be a service animal, but I would think it's less likely? Also, the dog was unleashed outside, and checking my security cameras, she left the apartment multiple times without it, so she left her supposed service animal there by itself. It goes against Airbnb policy to have a service animal unleashed outside and to be left in the Airbnb alone. But regardless of whether it truly is a service animal or not, I reached out to Airbnb before even confronting her because I wanted to make sure I had their support and OK to confront her. I figured with all my proof, if she left a retaliatory review, it would be removed easy.. But now I'm sitting here with a two star review Airbnb refuses to remove because they say it doesn't go against their policy? What? Also, to top it off, they reimbursed me $50 for the extra cleaning, so they recognized the rule break and clearly agreed it was a rule break.

I don't know what to do.. As a superhost who works so hard to provide top tier stays, it's very discouraging that a retaliatory review can taint my listing and there's nothing I can do about it. I wish I didn't even confront the guest. It's sad that hosts can't enforce their rules out of fear of guests leaving retaliatory reviews and knowing that Airbnb support will likely not even remove it.

 

Top Answer

Hi Joan. Yes, yesterday afternoon after posting this in the Airbnb Community, a senior case manager reached out to me and said "after further investigation" he determined that the review did go against Airbnb review guidelines and he removed the review. Still a little disappointed that it took 5 days, 2 support cases, 2 denied removal cases, and a post in the Airbnb Community to finally get an obviously retaliatory review removed.. But nonetheless, it's been removed and I am happy 🙂

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12 Replies 12

@Katie1699 

I'm not seeing a 2-star review on the listing? Perhaps it was removed afterall?

Hi Joan. Yes, yesterday afternoon after posting this in the Airbnb Community, a senior case manager reached out to me and said "after further investigation" he determined that the review did go against Airbnb review guidelines and he removed the review. Still a little disappointed that it took 5 days, 2 support cases, 2 denied removal cases, and a post in the Airbnb Community to finally get an obviously retaliatory review removed.. But nonetheless, it's been removed and I am happy 🙂

Emilie
Community Manager
Community Manager
London, United Kingdom

That's good to hear, you must have been relieved!

 

Thank you for keeping us updated @Katie1699, and have a lovely day 🙂

-----

 

Merci de jeter un oeil aux Principes du Community Center/ Please follow the Community Guidelines

Richard3608
Level 2
Quezon City, Philippines

Hi, I am experiencing similar issues with my guest leaving retaliatory lies to defame my listing I’ve sent appeals with evidence to prove this yet airbnb chose to ignore my appeal stating that it doesn’t go against their policy. 

I’ve reached out to airbnb support regarding this which they saw and agreed that I proved my case but they were unable to help because the team that is handling review removal is a different department that even they couldn’t contact.

 

I’m very much frustrated with what is happening here, it is so unfair for us host who’s been trying their best and  even giving extra mile to their guest to be treated unfairly like this and not backed up by airbnb. 

As a fellow host, can you help by giving me an advice on what to do?  Or tell me where I could post my concern so that airbnb would take notice of my case?

 

Thank you in advance and I’m glad that you had your case straighten out🙏🏻😊

Hi Richard! I totally emphasize with your frustration. Airbnb definitely needs to change their process for retaliatory reviews, because right now it's very unfair to hosts who do the right things. I guess what worked for me was persistence. I opened 3 support cases, posted in this community and I left negative reviews when I got the Airbnb emails that "asked me to share my experience" after the support cases were closed. Eventually I guess my case fell into the right hands. Good luck!

I have a very similar problem. Obviously a retaliatory review, because I refuse to give him a refund when the police were called by a neighbor for his dog barking 12 hours.

he then lied and said that my thermostat was locked and that he was hot. It's not even a programmable thermostat he had full control.

 

then lied and said he had excessive communication from me when I was trying to work things out with him, and the rest were automated instructional messages. That he claims were more intrusive than helpful. He has literally destroyed my business and all guests have canceled.

@Richard3608 

The "team" that is handling review removal is AI.

 

There are no "humans" on the "team" (at least that is the conclusion most have come to).

 

That is why they can't communicate with the "team" handling review removals.

Im having the same problem, smoking on the property with photo evidence and leaving the place a complete mess with a smell and overflowing bins after only staying 3 nights.

After doing some reading it looks like a lot of people are having trouble with removing these reviews and hopefully airbnb changes this quickly. 

Similar issue.  I have de-listed the home and while VRBO are not perfect you can at least speak to someone, and they do not hide behind a wall in San Francisco as Airbnb do.  I had 3 senior case managers agree that the guest review should be removed but apparently Airbnb now disrespect hard working hosts by letting AI look at the reviews and it seems that none are overturned.

In my situation a guest told me she had a wonderful vacation in our beautiful home and then said she wanted a refund because she had seen a cockroach (we are in Florida).  When I said I would not give her a refund she left us a retaliatory review.  She also blatantly lied saying we had not disclosed the pool and laundry were shared with another house.  It is written in the listing in UPPER CASE.

We have hosted for nearly a decade but our experience with Airbnb is that they never look after the hosts - only the guests who can basically trash your house if they feel like it, leave awful reviews that are untrue and then good luck if you want Airbnb to pay for any damage.

I have sadly lost all faith in Airbnb.

Jutta52
Level 2
Fountain, CO

I have the same issue. Requested twice the removal of an inauthentic review, with supporting documentation, just to get an automated answer 10 minutes later, that it would not go against their Review Policy. No explanation, nothing. 

I even do not feel heard. The regular Superhost Support Team acknowledges it must be frustrating, and tell us there is a specialized Review Removal Team. I doubt that this specialized Review Removal Team read my request and the 8 attached supporting documents AND made an informed decision within 10 minutes. 

Highly frustrating. 

I requested at least an explanation, why they think the review from the guest does not go against their rules. 

Any advise from you, what else I could do?

Thanks in advance,

Jutta

I unlisted my listing due to this clearly retaliatory review. 

 

Here is Airbnb's response, 10 minutes after I submitted my request:

 

 

Ashley’s review won’t be removed

Thanks for bringing your concerns about Ashley’s review to our attention.

After reviewing the details, we found that Ashley’s review follows our Reviews Policy. This means that it won’t be removed from the Airbnb platform.

 
Request details
 

 

Ashley’s review
 

Jutta is unaccommodating and rude when you have an issue. I left after 1 night because each time I left the house Jutta would make entry to the apartment and adjust things. There is no a/c and you aren't allowed to have a fan on. I felt absolutely unsafe and privacy invaded! Do not stay there unless you want her in your business 24/7, deal with ridiculous rules, and have her invade your privacy multiple times per day

 

 

Your reason for removal
 

The review is retaliatory.

Dear Airbnb Support, I am writing to formally request the removal of a review left by my recent guest, Ashley, in reference to case ID A63677609. Before accepting her reservation, Ashley confirmed that she had read the listing thoroughly, including the house rules and all posted photos (see attached: agreedtorules.png, houserules.jpeg). Despite this, she sent several questions before arrival, all of which were clearly addressed in the listing (see earlycheckin.png, questions.png). I responded promptly and even accommodated her by allowing a check-in two hours earlier than my standard policy. During her stay, I checked in with her to ensure everything was comfortable, especially regarding the temperature. She acknowledged that the AC setting had been lowered and that it was better (see confirmedACgotcolder.png). However, in her review, she falsely claimed that there was “no A/C,” which contradicts her own admission and constitutes an inauthentic statement under Airbnb’s Review Policy (see unbiasedreviewpolicy.png). Ashley also violated house rules, which she had agreed to in advance. The only proof I have is her own written admission that she left a fan running while away from the suite (see admitsleavingfanonwhengone.jpeg). In her review, she then falsely claims that “you aren’t allowed to have a fan on,” which is inaccurate and misleading. When I reminded her of the house rules, she decided to leave. Her review includes exaggerated, biased language such as “Do not stay there unless you want her in your business 24/7…” and refers to my clearly stated house rules as “ridiculous.” These comments do not reflect the experience of booking a private guest suite in a host’s home—which is clearly stated in my listing. Her review appears retaliatory in nature, written shortly after her departure and after I upheld policies she had agreed to. According to Airbnb’s Review Policy, reviews should not be biased or inauthentic, nor used as retaliation against a host for enforcing stated rules or policies. I believe this review falls squarely into that category, and I kindly request that it be removed from my listing. Thank you for your time and attention to this matter. I’m happy to provide additional documentation or clarification if needed. Warm regards, Jutta

 
 

 

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here is the link to my listing: 

 

www.airbnb.com/h/zenvillavillekulla

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