Airbnb refusing to remove a review

[Monique1281]

I have received a review from a guest who mentioned the house number and street address. Because this is not allowed (according to the content policy) I reached out to ask for removal. To my surprise I got two denials because, according to the team, it wasn't an address but a building number (which it isn't)! When I send the second request for removal I added a screen shot from Google showing that it was an address. After the second denial I (finally) received a call from Airbnb but the only thing she kept saying was that she understood my disappointment but, since it was denied twice, they would not remove it. I'm very disappointed by this and feel quite unsafe now. Did anybody encounter this and how was it solved?

[Shelley159]

I have no idea whether this is worth a try @Monique1281, but you could perhaps go to the Help Center and specifically request that you would like to report a safety issue.

I suppose this may only be a possible solution if the activity logs prove that the listing wasn't set to show the exact location anyway. Another obstacle is that you have so many listings, it may seem to the Support agents like you have little reason to feel unsafe at this specific location. 

I wonder if - given the new strict review removal policies - Airbnb would soon consider introducing partial review removal. If that were an option, you could at least have the address removed. But from what I can tell from other posts, the policy seems to be all or nothing is removed (and it's almost always nothing).

[Monique1281]

Thank you for this! I have literally asked if it was possible to just remove the address but they won't do it at all. It's just very frustrating and they won't listen.....

[Monique1281 · Accepted solution]

Little update: I received a message from a supervisor this morning and was told that they reviewed my story (after reading it in this community) and have now removed the review because it contained the house address. I'm very happy with the outcome!

[Shelley159]

Great @Monique1281 

[Emilie]

That's great news @Monique1281, thank you so much for updating us!

Does that mean it's all fully resolved now, or is there anything else that we could help you with? 🙂

[Monique1281]

Everything is solved, thank you!

[Emilie]

Super, I appreciate you confirming @Monique1281 😊

I hope it all goes smoothly from now on for you, and that we will see you around the community again soon!