Airbnb automated review system refuse to remove a retaliatory review.

[Courtney646]

I am stunned that this is happening because this was actually Airbnbs actions that I'm being punished for it.

I had a guest message me on the day of checkin to inform me that the stay is for a birthday party and she will be inviting an undisclosed number of guest.

I asked for a guest list and also reminded the guest that parties are now allowed. No list was provided and the guest became unresponsive after that.

I contacted Airbnb and they not only agreed that this guest was about to throw a party but they also cancelled the reservation themselve and refunded the guest and promised me that the guest will not be allowed to retaliate in any way which includes leaving g a review (the guest didn't even arrive at the property because this was hours before checkin).

A couple of days later, I saw the guest left a review. Immediately, I knew this was a retaliation. I was even more surprised that they were allowed to leave a review though Airbnb support promised this would not happen.

I contacted Airbnb about this and they told me to let the review post and get back to them after and they will remove it.

But here I am, after being asked to go through the review removal process, Airbnb review robot says the review won't be removed.

I am  contacting Airbnb to escalate the issue. 

I have been hosting for over a year and I don't have any bad review and I'm a guest favorite and superhost. This retaliation is hurting my bookings.

Any ideas on how I can get this removed?  

[Chad548]

@Courtney646Sorry you are experiencing this issue, but Airbnb reviews most of these requests via AI so you need to keep your request simple, precise and hit on key elements.  I know it is hard to do as we all want to tell our story, but then the details get lost. 

I would file your request again and in short bullet points state why the review shouldn't stand, beginning with the issue that the reservation was cancelled prior to start.  I would word that about 3 different ways in 3 different bullet points.

You can also review Airbnb article 2673 about review content, again hitting on any issues that review doesn't comply with and using their own words. Most review removal requests have taken 2, 3 or more requests to actually be removed.  Unfortunately this is the way Airbnb has designed their system.

I would also leave a review for the guest before it is too late that may prompt Airbnb to remove both.  I would also put a very short response on the guest's review, that you didn't cancel the reservation, Airbnb did when you said you were going host a party,  which is against Airbnb policy and the houserules for this unit. Sorry Airbnb cancelled your reservation.

Any other guest will be able to get past that one. But keep it simple and factual, no long drama story. All guests know some people just can't be pleased.  I have had bad reviews because of the drivers in the city, traffic, there are just some of those folks out there.

Best of Luck.

[Emilie]

Hi @Chad548,

I'm sorry you've had some issues with a recent guest! 

As it has been a little while since you shared this with you, I was wondering if you'd heard back from the Support team? 

Let us know how you're getting on 🙂

Emilie 

[James--Pad-A-Terre-0]

I am having the same issue. I am a super host have several properties with them and have been hosting since 2009. I had a very transactional guest who was refunded money for no reason and I was not involved in the process then they gave me my money back. Of course she left me a dreadful review. I have been sent round and round and round in circles by robots Who keep on closing cases. I need an investigation into how an agent refunded over €500 when it was not due without my being consulted and how a one store review that jars with super host standards can be removed by an accountable person. Airbnb is rapidly becoming a dreadful company to work with