False & Harmful Review Allowed Despite Policy Violations – Host Protection Failing?

[Parinaz2]

Hello fellow hosts,

I’m writing this to share a troubling experience I recently had with Airbnb’s review dispute process and to hear from others who may have faced something similar.

A guest left a review that included the following:

• A false accusation about hidden cameras inside smoke detectors (no evidence, never raised during the stay)
• A misrepresentation of my listing as an “entire home,” even though it’s clearly listed as a guesthouse with accurate photos and description
• No concerns reported during their stay — only damaging allegations made after checkout

Despite these issues clearly violating Airbnb’s Review Policy and Content Policy, Airbnb rejected my removal request multiple times. I cited specific clauses about:

• False or misleading content
• Content promoting fear or distrust
• Unsubstantiated accusations of illegal activity

I submitted detailed evidence and even escalated the case. While I received polite responses, I never received a clear explanation for why these clear violations were allowed. I was eventually told the case is closed and cannot be reopened — even though this review has now damaged my family’s small business and affected guest trust.

Have other hosts encountered similar experiences where harmful or inaccurate reviews were allowed to stay up despite policy references?

How have you handled these situations?

It’s frustrating when we follow all the rules as hosts and the system fails to protect us when the guest clearly crosses a line. Airbnb encourages transparency and trust — but this decision did the opposite.

Appreciate your input and experiences.

[Kevin3794 · Accepted solution]

I’ve been through something almost identical — totally feel your frustration here.

In our case, we were actually able to get a couple of false or harmful reviews removed, but it took a ton of effort. We had to pull together a ridiculous amount of documentation — mostly written messages as proof that directly contradicted the guest’s claims — and even then, it was a matter of following up over and over.

I noticed that when Airbnb says they’re “escalating” a case, it usually just means you're getting passed along to another agent, not necessarily someone with more decision-making power.

It really feels like it all depends on the rep you get. Some actually listen and take the time to review things properly, but others just copy/paste a standard response and close the case.

[Timi-and-Istvan0]

Dear Parinaz,

I'm very sorry about the situation.

Try writing to Airbnb again i prefer via X(twitter)