Airbnb is allowing host to delete negative reviews that do not go against their policies This might be the end of my Airbnb journey over 9 years

[Mason110]

Me and my spouse stated an Airbnb over the New Year's Eve holiday and our experience was spoiled a bit by a sewer gas smell that was emitting from the spare bathroom We were able to close the door but it did not stop the smell from putting a dampener on our good time. 

The real problem arose when we left a review that was completely true and the host went to Airbnb and got it taken down I got in contact with them and they did agree that it did not violate any policies and they put it back up. A few days later it was taken down again and after calling Airbnb again they said that the review would not be published again because it has been taken down twice and it was now frozen.

This concerns me because I use Airbnb frequently when traveling with me and my team and over the 9 years that I've used it I have spent tens of thousands of dollars avidly reading reviews to make sure that my stay will be grand. Now knowing the Airbnb allows hosts to get negative reviews taken away just because they don't like them makes me second guess ever using the platform again. 

I just wanted to let everyone know about this policy and how unfair that I believe it is I have also contacted Airbnb about the bad review that she left me and saying that my pet shedded excessively I have a pitbull and anyone that knows pitbulls know that they are a very low shedding dog she has no pictures to support this or any kind of receipts from our cleaner that charged her an extra fee.

[Helen3]

@Mason110  The only way the host could have requested for your review to be removed if 

a) it didn't meet Airbnb's  review T&C 

b) it was racist , homophobic etc 

c) it was shown to be retaliatory 

what did the host say when you raised the smell issue  on check in? 

you are incorrect hosts can't get guest reviews removed just because they don't like what you say 

by the way this wasn't the host that complained you brought two large dogs without permission and then refused to pay for them was it? 

[Mason110]

It did not violate any of their policies I even have a screenshot from one of the Airbnb help technicians that said that he reviewed it and it did not violate anything and it should not have been taken down but he had no resources to be able to put it back up because the case was closed. 

As for the dog situation I'm always very upfront when booking my reservation I put that I had two people and two dogs.

I have booked over 20 places in the last 9 years and spent a lot of money with Airbnb It is very disheartened to see that they allow somebody to get a review removed because they do not like it. 

[Helen3]

If you have it in writing from Airbnb that the reviews didn't break any review T&C then open another case @Mason110 

you didn't answer how did the host respond to your complaint upon check in? 

and did you pay the pet fee requested? 

it's difficult to comment in such cases when there are two different stories about what happened. All your other reviews are positive . As are the hosts. 

[Mason110]

The host said a plumber would be sent out to check out the issue but we were only staying there for two nights and we got in very late the first night. We closed the door to the bathroom that smelled and let the host know the next day. 

As for the pet fee, I did not pay it because she asked me two days after we left the booking. it was not brought to my attention that there was an added pet fee on top of what I was charged when I initially booked the properly Airbnb has an option for the host that allow dogs to add a pet fee (every host I've ever stayed with added the pet fee onto the initial booking price) and I was under the assumption that the pet fee had been added due to the high price of the rental. She said that the added $40 per dog per night was for cleaning up after the dogs but in her house rules book at the cabin it says you would be charged another $100 for pet hair that was left behind. It seems like this host was very money hungry. 

There was a small amount of pet hair left on the road because my dog is white and the rug had Black in the pattern I tried to vacuum the rug to no avail for the vacuum was not in working condition I even messaged the host and showed her a picture of a small amount of dog head that was left behind and she was very okay with it saying that that rug attracts everything. 

I was very open about having dogs I put the dogs in when I was booking the reservation 2 people 2 dogs and she said the Airbnb does not let her see that they were dogs added so I was supposed to let her know. In my opinion I think she has too many airbnbs to keep track of what's going on and tryed to put that on me.

[Helen3]

So the host was correct when she said you refused to pay the pet fee @Mason110 

[Mason110]

If you would be interested to see the screenshots of what Airbnb has said to me about my review not going against standards I could send it to your email I also have pictures of the "excessive shedding" that she spoke of on the rug which is very little dog hair. She did not like the review and tried two times to get it removed and I guess it worked The reason why she doesn't have any bad reviews is because this is probably common practice for her and since she has so many airbnbs they probably let her do it and fear that she will pull her listings from the platform. 

[Helen3]

No thanks - I don't work for Airbnb I'm a host and guest @Mason110 

I feel like a broken record however many times I advise you that hosts don't have the power to tell Airbnb to remove negative reviews you insist otherwise.

if hosts could do this why do you think there are so many negative reviews of hosts. You must see there no logic to what you are saying ?

[Mason110]

Well since you don't work for air BNB you can't tell me if they can or can't . My review was removed and did not go against any standards with my air BNB customer service representative agreeing and sending me messages saying so. I agree this should not be able to happen but I have screenshots of the entire process.

This was my review so please tell me why air BNB would take it down on there own with no just cause? 

We stayed here two nights over New Years Eve/Day specifically to give our dogs some reprieve from the fireworks. The location was great for that! Other than the distant barking from the dog kennel, it was peaceful and quiet. 

We did have a few issues - one being a HORRIBLE sewer gas smell coming from the spare bathroom drains. Luckily, it was just the two of us, and we were able to shut the door to that bathroom for the duration of our stay. Shannon was quick to respond and assured us that a plumber would come out to address the issue.

Our biggest problem occurred when it came to our dogs. They are a part of our family, come on every trip, and stay at EVERY Airbnb with no issue, and the pet fee has always been included upon booking. That is not how it works here. You have to pay your $40 per pet per night fee separately, AFTER you pay and book your reservation. This resulted in a misunderstanding on our part (we would have probably looked into staying elsewhere after realizing the cost would be over $600 for the two nights.)