Frustration with Inaccurate Guest Review & Airbnb’s Dismissal of Removal Requests

[凤兰0]

Hello Airbnb Community,

We’ve been dedicated hosts on Airbnb for many years, sharing two private guest rooms and a full bathroom in our home. We take great pride in maintaining a clean, welcoming, and respectful environment for every guest. Our reviews have consistently reflected this — until recently.

A guest left a review claiming that while they were using the bathroom, they made eye contact with us three times through the bathroom window as we walked through our backyard. This claim is not only misleading — it's factually impossible.

The guest bathroom is equipped with non-transparent (frosted) windows specifically designed to protect our guests’ privacy. There is no way to make eye contact through those windows. Additionally, it is common sense and personal responsibility for any adult to ensure curtains or windows are properly closed if they feel exposed or want added privacy.

We submitted two formal requests to Airbnb to have this review removed:

• The first request was closed with no explanation or response.

• The second received only a generic response stating that the review complies with policy — with no actual consideration of the misleading and impossible nature of the claim.

We’ve called Airbnb support multiple times. Sadly, many agents were unaware that reviews can even be disputed or removed. A few were kind and tried to help, but ultimately, we were told that this matter is beyond their control.

We are deeply disappointed. Hosts are expected to follow high standards, communicate promptly, and ensure guest comfort. We hold up our end — but when we are falsely portrayed, it seems there’s no real recourse for us. Reviews like this affect our reputation and business unfairly.

We are posting here in hopes of:

1. Getting the attention of Airbnb staff or moderators who can escalate this.

2. Hearing from other hosts who have faced similar situations and found successful resolution.

3. Urging Airbnb to review and improve the review dispute process, especially when hosts can provide objective facts (like window type) that disprove a review’s claims.

Thank you for reading — and thank you to the many wonderful guests and hosts out there who make this platform great. We just want fairness, clarity, and support when needed.

— A Frustrated but Still Hopeful Host

[Chippy3]

Hi @凤兰0

This is such an important topic, thank you for bringing it up. As hosts, we’re expected to be honest, transparent, and uphold high standards. It’s only fair that reviews from guests should meet that same level of integrity.

When a guest includes information in a review that is factually false, and you can provide clear evidence (photos, messages, listing descriptions, etc.) disproving the claim, Airbnb does allow you to request a review removal under their Review Policy, particularly if the review violates their guidelines for misleading or irrelevant content.

That said, many of us have faced the same challenge: proving something is false doesn’t always result in removal. It’s frustrating when you're able to present objective facts, and yet the review stands because it’s considered “a guest’s personal experience.” I believe this is an area where Airbnb could improve by better distinguishing between opinions and inaccurate statements of fact.

If you're in this situation:

• Re-submit your request through the “Report Review” feature and include your evidence clearly.

• Follow up with @AirbnbHelp on Twitter/X and request a case manager escalate the matter.

• If you speak to support, ask to have it reviewed under the misleading or false information clause in their Review Policy.

Most importantly for now respond publicly to the review calmly and professionally so future guests see your side of the story. A well-written reply can carry more weight than the review itself.

Don't give up an try again! If you have all the correct evidence you can ask for it to be removed. Sometimes you have to push several times, with different people in customer support.

[凤兰0]

This is really helpful! I appreciate the guidance!

[Joan2709]

@凤兰0 

I'm a bit confused after reading the guest review. You may have frosted window coverings on the window, but those would only obscure viewing if the window was closed. The guest mentioned they had opened the window for air, so of course the frosted covering would not obscure the view as the window was open.

Might I suggest:

if you don't have exhaust fans in the bathroom suggest you add them, so guests don't feel compelled to open the window due to condensation and air ventilation. The window frosting can only provide privacy if the window is closed. 

or

Prevent the window from being opened to ensure the frosting covering provides privacy. If that is not possible, ensure that anyone in the home are not able to walk past the bathroom window.

You can continue to try and get the review removed if you like, but I doubt Airbnb would consider it merits removal based on their policies for removal of a review. 

[Joan2709]

@凤兰0 

In addition to the other suggestions, you can replace the standard window with louvered window panels/slats that are frosted that allow ventilation, but prevent someone from seeing into the window (for the most part).