Airbnb refused to remove a retaliatory review despite clear evidence, Glasgow 2025.

[Zoe553]

Airbnb have refused to remove a damaging 1 star review that clearly meets their review policy guidance for removal. 

The situation: a guest arrived one hour early at the property and then departed one hour late. I'm usually flexible with my check in/ check out times so long as there is communication. However, on this occasion I applied an extra charge through the resolution center for late check out because the guest refused my cleaner entry to my property at check out time. They lied to the cleaner, claiming they had been given permission to stay late. As a result my cleaner waited on the street for 40 minutes until they let her in, and the house was in a state. I had to pay for an extra hour of cleaning for the time she was waiting outside. The guest then refused to pay through the resolution center and left me a one star review saying I had "demanded extra money for nothing".

Although Airbnb reimbursed me for the charge the guest refused to pay, and told me the guests account would be suspended if this happened again, I got an automated response denying my request to removed the review since it is retaliatory.

In terms of their policy they state - 

 "For example, guests should not write biased or inauthentic reviews as a form of retaliation against a host who enforces a policy or rule."

And 

"[Hosts] should feel comfortable hosting guests without worrying about the possibility of receiving a retaliatory review. You can dispute a retaliatory review . . . from guests who commit a serious violation of policies[.]” To be considered for removal, the Host must "demonstrate a serious policy violation and that [Host's] enforcement of a policy led to the retaliatory review." Serious violations of policies, according to Airbnb, include guests that (1) damage property, (2) overstay their reservation, and/or (3) violate house rules."

The guest did commit a serious violation in overstaying their reservation and refusing my cleaner entry. And the review is clearly biased / retaliating since it was submitted after I enforced a late check out policy that the guest refused to pay. 

Any advice on how to get this review removed and handle airbnbs customer service would be much appreciated!

Zoë 

[Chippy3]

Hi @Zoe553,

Great question, and unfortunately, one that many of us have faced at some point.

If a guest leaves a review that contains false information, and you can provide objective proof that the claim is inaccurate (such as time-stamped photos, security logs, listing details, or in-app messages), Airbnb’s Review Policy allows you to request removal, particularly under the section covering “misleading or irrelevant content.”

However, here’s the challenge: Airbnb often defers to the guest’s subjective experience — so even if the facts prove otherwise, the review may still stand if it’s framed as a personal opinion. That said, here’s what you can do:

1. Submit a Review Dispute
Use the “Report” option next to the review in your dashboard.
Clearly present your evidence, and focus on factual inaccuracies (not tone or opinion).

2. Escalate if Needed
Contact Airbnb Support and ask for escalation to a Case Manager.
You can also reach out via @AirbnbHelp on Twitter/X for visibility.

3. Respond Publicly to the Review
Even if the review remains, your public response gives you a chance to calmly share your side, correct false statements, and reassure future guests.
Stick to facts, avoid emotional language, and always remain professional.

4. Document Everything
Keep photos, check-in logs, communication, and any other evidence stored and ready — it helps if you need to dispute something in the future.

While the system isn’t perfect, being proactive, professional, and clear with evidence has helped some hosts succeed in getting unfair reviews removed. Hopefully, Airbnb continues improving this process to better protect responsible hosts.