Double-Denied Retaliatory Review Despite Transcript & Policy Violations—Superhost Escalation Needed

[Jason2969]

I’m a Superhost with 200+ reviews and a lifetime average that was 4.99 until this single 2-star review dropped me to 4.97.

The review contains:

• Profanity (“pure ******”)
• False accusation of “continuous harassment”
• False claim of “trying to overcharge” and “money hungry”
• False statement that “nothing was left out of place or damaged”
• 1-star “Location” and “Not private” despite a disclosed front-door security camera (entry view only)

Evidence proving this is retaliatory and violates multiple policies:

1. Real-time support transcript (Case #A84333229)
   • Guest arrived with 7 people; listing and reservation clearly state max 5
   • I reported it live with video evidence
   • Airbnb ambassador called and warned the guest on my behalf the same day
   • Guest was told the one who violated house rules, not me
2. Guest’s own private message (screenshot attached) “I see that you continued to report my account to air bnb with no valid reasoning … You are a money hungry host”
3. Review directly mirrors the grudge: “continuous harassment,” “trying to overcharge,” “money hungry,” and “pure ******”

This is textbook retaliation for enforcing house rules (extra guests = serious safety/insurance violation) and contains profanity/abusive language — both explicitly prohibited under the Reviews Policy and Content Policy.

I have already:

• Submitted multiple disputes with all evidence
• Been denied twice (latest denial today via phone)
• Been told “there is no one else to speak with”

Respectfully, this is not “subjective opinion.” It is a provably biased, profane, retaliatory review left because the guest was upset that Airbnb and I enforced the guest limit.

 

I am simply asking Trust & Safety to apply the written policy that already exists: remove reviews that contain harassment, profanity, or retaliation for rule enforcement.

Attachments (redacted for privacy):

• Full support transcript showing Airbnb’s warning to the guest
• Private retaliatory message from guest
• Video stills of 7 guests arriving
• Listing screenshots showing 5-guest max and disclosed camera

Case numbers: [insert your current case #] and original extra-guest case A84333229 Reservation code: HMQFEZ5FP4

Thank you to any Community Manager or Trust & Safety member who can give this the manual review it deserves.

— Jason (Superhost, Savannah, GA)

**[Image blurred in line with the Community Center Guidelines - Please note that is not allowed to post an image that contains identifiable information due to privacy concerns]

[Emilie]

Hi @Jason2969, 

I'm really sorry to hear that you had some difficulties with a recent reservation and the review left by a guest. When checking today, I can't seem to find a 2** review on your profile -could you please let us know if you have managed to find a solution with the Support team in the end?

Thanks 🙂

Emilie 

[Jason2969 · Accepted solution]

Hi @Emilie ,

If I remember correctly, I finally pushed the issue enough that it was assigned a "specialized team member" from Airbnb and within 24 hours received the following:

Hi Jason,

We wanted to let you know the review written about your reservation HMQFEZ5FP4 by Omariah has been removed for not following our Reviews Policy.

The review didn’t have enough relevant information to help the Airbnb community make informed booking or hosting decisions.

We understand how important a trustworthy, reliable review system is, that’s why our Reviews Policy is designed to help ensure that Hosts and guests provide reviews that are authentic, trustworthy, and useful to our community.

You can find more information about our policy in our Help Center at:

airbnb.com/help/article/2673
Best,
Tina S

The review was removed, but I found it interesting that AirBnb  even with clear evidence presented, refused to address the blatant guest retalitory attacks as the reason.

What did I learn? I learned to be more careful with one night stays requested by individuals with no history/host reviews of using Airbnb. That won't happen again.

Blessings,

Jason 

[Greystone0]

Hi @Jason2969  - it would be really great if AiRBNB took steps to TEACH/EDUCATE guests that over occupancy and that the occupancy that they BOOKED is the occupancy that is allowed to show up. New users and old users alike don't get this and it would eliminate so much customer support needed if, at the outset, AiRBNB made it well known that this type of behaviour is not allowed. Like a message saying: your occupancy is "2", and you are confirming that amount. Anything over this would need written permission from the host" or some such thing.

If guest wants 'more' occupants then they need to go ask the host about 'more' occupants and this should be deeply documented and adhered to by AiRBNB.  AIRBNB shares in the burder to educate guests but doesn't.

I would say that 65% of our reservations come thru with some sort of occupancy adjustment upward. And these aren't newbies. We just ask if their occupancy is correct and then they disclose otherwise. Less is always totally fine, obviously but with our permit and insurance and our staffing needs on the other end, this is highly relevant and important info.

Glad you got the outcome and you can make a feedback about over occupancy to AIRBNB. https://www.airbnb.com/help/feedback