I am posting here to raise awareness of a very serious issue I am facing as a long-term Airbnb host and Superhost.
A recent guest, Sojeong, left a 1-star review on my listing that includes accusations that I am a “scammer” and that I engaged in “discrimination.” These statements are false, defamatory, and completely unsubstantiated and air bnb is doing nothing to help me as a host.
The Background
This guest stayed at my property for one month. About a week before her scheduled departure, she even chose to extend her stay, which clearly indicates she was comfortable in the home at that point.
I went out of my way to be generous and welcoming to her. I personally picked her up from the airport, took her out to dinner, and tried to support her as she was new to the country and told me she was starting work as a medical professional at the local hospital.
Unfortunately, a storm hit the property shortly before her arrival, causing some damage. I arranged and completed repairs before her check-in, but one final task remained: replacing the rangehood. I discussed this openly with her in advance and explained the need for access during her stay for electrical work. She agreed, but asked me to change the date once, which I did.
That meant the work was rescheduled for September 4th — the date she would have originally checked out if she hadn’t extended her stay. At the same time, my insurer was pressuring me to confirm the repairs were complete, so I had no option but to proceed. I gave her three days’ notice and even offered to meet her for a coffee at the local café while the work took place. She declined, saying she had a work meeting. I warned her the power might cut intermittently, which could impact Zoom or internet use. She then attempted to block the work from happening.
When I explained it could not be postponed again, she had a temper tantrum on the phone. I told her she did not need to be present, that I would look after everything. Instead, she abruptly left the property without cancelling her booking and immediately started demanding a refund — despite my strict no-refund policy.
On entering the property with the electrician, I found it trashed. Personal belongings, rubbish, hair everywhere, red wine stains, and missing items. It was shocking. I called my cleaner (who lives two doors down) to act as a witness. He also confirmed she had never once put the bins out during her stay.
I immediately contacted Airbnb and submitted a reimbursement request. I also made an official police report (Ref. E101584238) for the stolen items and the illegal recording of private phone conversations that the guest admitted to.
That is when things escalated, and ultimately she posted the defamatory review.
This review is in direct violation of Airbnb’s own Reviews Policy:
It is retaliatory, posted only after I refused her refund demands and submitted a $1,700 damages claim.
It is defamatory, accusing me of “scamming” and “discrimination” with no supporting evidence.
It is misleading, as she extended her stay and praised the cottage as “beautiful and well equipped,” yet contradicted herself with claims of clutter, pet hair, and inconvenience.
Despite this, and despite the clear lack of evidence to support her accusations, Airbnb has refused to remove the review.
The Impact
My rating dropped from 4.94 to 4.74, stripping me of Superhost status.
My reputation as a host — built carefully over years — is now publicly tied to accusations of “scamming” and “discrimination.”
My financial livelihood is at risk, with reduced visibility in search and potential cancellations.
Emotionally, the abuse and false accusations have been devastating.
If this review remains, I will have no choice but to remove my listing and cancel more than 20 upcoming bookings.
I want to be very clear: I am now preparing to pursue legal action against Airbnb if these defamatory statements remain published. Airbnb has a responsibility to protect hosts from false and damaging claims, especially when no evidence exists.
I also demand Airbnb produce any proof from the guest to support her accusations — of early departure agreements, refund agreements, racist remarks, coercion, or scams. No such evidence exists because none of it happened. The only financial discussion was my legitimate reimbursement request, submitted through Airbnb’s official process.
After years of dedication, hosting hundreds of happy guests, and maintaining near-perfect ratings, I find it deeply unfair and unacceptable to be left unprotected against defamation.
This is not just a dispute. This is a matter of defamation. If Airbnb refuses to act, I will escalate through legal channels. Anyone have any advice? or number of a good Australian defamation lawyer?
