False review not removed despite clear evidence – need urgent help

[Ivana-and-Lorenzo1]

 

Hello Airbnb Community,

I’ve been a Superhost for 13 years, running multiple listings with consistent 5-star ratings and excellent guest experiences. I take pride in my work and always go above and beyond for my guests.

Recently, I faced a very troubling situation that has left me deeply concerned about how Airbnb handles false and malicious reviews.

Timeline of events:

Sept 4, 2025: I sent the guest detailed check-in instructions before arrival, including the exact apartment name and floor.

Sept 6, 2025: Guest checked in and confirmed receipt of my instructions.

Sept 6-8, 2025: Throughout the stay, I sent several messages checking in to ensure everything was alright. The guest never reported any issues, including noise or confusion.

Sept 8, 2025 (checkout): The guest left without mentioning any problems or concerns.

Sept 9, 2025: Guest posted a review falsely claiming:

1. They didn’t know which apartment they booked.

2. There were serious noise problems.

Both claims are demonstrably false and completely contradict our message history.

Evidence provided:

Screenshots of my detailed check-in instructions.

Screenshot of the guest confirming receipt of those instructions.

Multiple check-in messages during their stay with no complaints.

Final check-out message — no issues mentioned.

PDF summary sent to Airbnb with clear documentation.

Actions taken: I reported the review multiple times, providing all evidence.
Airbnb support responded three times, each time stating that the review “does not violate Airbnb’s review policy” and refusing to remove it — despite the clear proof that the statements are false.

Why this matters: This review is now harming my listing and reputation, and sets a dangerous precedent:
If guests can leave false information without consequence, hosts are completely unprotected.

As Superhosts, we rely on Airbnb to uphold fair standards and protect both hosts and guests.

What I am asking for:

I urgently request that this case be reviewed by a senior Safety Team manager.

Airbnb must take action to remove false reviews that can be proven untrue through documented evidence.

I also ask for clearer communication and transparency in how these decisions are made.

Has anyone else experienced a similar situation?
I would greatly appreciate advice or support from other hosts and hope Airbnb takes notice of this post.

Thank you for reading,
Ivana

[Joan2709]

@Ivana-and-Lorenzo1 

You have multiple listings....can you post a link to the listing in question?

[Ivana-and-Lorenzo1]

Hi Joan,

Thank you for your reply. Here is the listing link related to the issue:
Violet Apartment • Central Hvar • Sea View & Parking

https://hr.airbnb.com/rooms/686443?viralityEntryPoint=1&s=76

The guest stayed here from September 6th to 8th, 2025, and left a review with false statements.

I’ve been trying to resolve this with Airbnb support, but unfortunately, so far there has been no success.

[Joan2709]

@Ivana-and-Lorenzo1 

Unfortunately, I don't believe you will be successful in having the review removed. The guest referred to paper thin walls and being able to hear others due to that. That is not something you as a Host can correct in an apartment building unless you put in sound-proofing, so perhaps this is why the guest did not contact you about the noise. Multiple other guests complained about the paper thin walls and noise as well in their reviews. I suggest you add potential for noise to the Guest Safety Section/Property Info and also add something to other details in the description,

The check-in instructions issue is not something Airbnb will remove a review for, as they make it clear they don't mediate as to whether a statement is truthful in a review or not.

I don't see your review of this guest? I only see your response to their review? Did you ask Airbnb to remove your review of this guest?

You can of course file an Arbitration claim agains Airbnb, but you would have to prove they did not follow their own written policies regarding reviews, and not sure you would be successful with that. 

[Ivana-and-Lorenzo1]

Hi @Joan2709,

Thank you for taking the time to respond.

I understand your points and will definitely look into adding a note regarding potential noise to the listing, so future guests are well-informed in advance.

As for this specific review, my main concern was not the mention of noise itself, but rather some of the statements that I felt were unfair and inaccurate. I’ve already contacted Airbnb with the relevant screenshots and will see how they handle it.

Appreciate your advice and input – it’s always helpful to hear different perspectives from experienced hosts.