I sent this to Airbnb because a guest gave a bad review based on our pre booking requirements m. They booked and then left a review based on our pre booking requirements not stay.
airbnb states that that is an experience.
booking requirements are part of the experience of staying!
they won't remove the review.
Airbnb will not remove reviews which is based on a hosts booking requirements
Subject: Formal Request to Remove Retaliatory Guest Review - Violation of Airbnb Reviews Policy
Dear Airbnb Support Team,
I am writing to formally request the immediate removal of a guest review that violates Airbnb’s Reviews Policy, specifically the prohibition against retaliatory and biased
ISSUE SUMMARY:
The guest in question initially refused to comply with my clearly stated ID verification requirements, which are part of my house rules and booking policies. These requirements were:
• Clearly displayed in my listing description
• Communicated during the booking process
• Established for the safety and security of my property and other guests
Despite eventually complying with these requirements, the guest left a negative review that appears to be in direct retaliation for my enforcement of this legitimate booking rule.
POLICY VIOLATION:
This review violates Airbnb’s Reviews Policy which explicitly states that guests should not write biased or inauthentic reviews as retaliation against a host who enforces a policy or rule. According to Airbnb’s protections, hosts can dispute retaliatory reviews when guests have violated or refused to comply with house rules.
The review in question is not a fair representation of the guest’s actual stay experience, but rather retaliation for my reasonable enforcement of insurance-mandated safety policies that protect all parties involved.
The fact that Airbnb itself intervened to support my ID requirements and authorized me to cancel without penalty makes this retaliatory review particularly inappropriate.
Despite having the right to cancel, I acted in good faith to accommodate the guest and prevent hardship for them. This review punishes me for both enforcing necessary rules AND for showing flexibility and compassion.
As a responsible host, I cannot compromise on requirements that are conditions of my insurance coverage and mortgage obligations, yet I tried to balance these obligations with consideration for the guest’s circumstances.
REQUEST:
I respectfully request that Airbnb review this case and remove the guest’s review as it violates your Reviews Policy. Given that Airbnb already intervened to support my ID verification requirement and authorized penalty-free cancellation due to the guest’s non-compliance, allowing this retaliatory review to remain sends a contradictory message and undermines hosts who maintain legitimate safety and security standards while also trying to be accommodating to guests.
This situation is particularly egregious because I went above and beyond by allowing the booking to continue when I had every right to cancel. Permitting this retaliatory review effectively punishes hosts for showing good faith and flexibility.
Thank you for your prompt attention to this matter.
