I have been a Super host for 5 years. I have also stayed in more than 70 Airbnbs around the world and have glowing reviews. I was a guest in September in Germany and the listing had no reviews but I decided to take a chance. There was no WiFi, no Amazon fire stick and no tv remote. All of which were in the listing. After 24 hours of the host not fixing these issues, I contacted Airbnb and they helped me rebook another place for the remaining 5 nights and gave me a refund. I asked if the host would be able to write a retaliatory review and was told they would be able to remove it.
The host wrote a retaliatory review saying I’m annoying and I’m only looking for friends not a place to stay. I contacted Airbnb and Alfred G sent an email saying it violates their policy because it didnt contain relavent information and he removed it.
I recently booked 2 airbnbs and was looking at my profile and realized that review was back on my profile. I contacted Airbnb and went through the review process twice, which is all they’ll allow. They keep saying “our decision is final. It doesn’t violate our policy and it wont be removed.” But nobody will answer my question as to why it was added back when it was removed in September when a specialist said it did violate their policy.
I was only told that “someone” called and asked the review be added back so they added it back. I explained they are probably referring to me when I asked why my review of the host was removed when it did not violate terms and guests should know the issues I had. I believe they got it confused. They initially removed both reviews and then added both back.
Yesterday I was told a supervisor would call me back. Of course, no supervisor called and I only received another generic email stating they can’t overturn their decision. Yet, they overturned the initial decision!
I can’t see my star rating as a guest but I’m sure she gave me a bad star rating as well. This is really upsetting that Airbnb would add back a review they agreed to remove for violating their terms and not tell me why, and not have a supervisor or manager call me back.
I believe I have to mail a letter to try to resolve this or mail a letter of intent to go to arbitration. Has anyone done this before? Will Airbnb just retaliate against me? Anyone have success getting a supervisor who might understand the issue?
