Guests rights

[Kelli358]

As a resent guest in an Airbnb and a user of Airbnb for many years, I was very shocked and disappointed that my honest review of a stay was censored and subsequently removed. This was due to the fact that a desk employee at Airbnb decided it didn't favor the host and that my comment was "irrelevant". The comment was about the good qualities of the stay, and the negative: Noise, distance to town and beach. It was my honest review, no slander, nothing unusual and it was removed. So this tell me that while a customer is spending HOURS reading reviews of properties, the are censored and only allowed if they favor the host. BEWARE.

[Scott57]

My guess would be that the distance to town and the beach are things that you should have seen when you made the booking as Airbnb gives you the approximate location (and the exact location after you book). So, why should you complain about these things if it was part of the listing? I am guessing that is the reason Airbnb is seeing your feedback as irrelevant. It's a bit like booking a house that indicates that it does not have laundry facilities then criticizing it for not having laundry facilities. Was the listing misleading in the distances to town and the beach? I think comments about the noise, however, would be relevant. 

[Kelli358 · Accepted solution]

Airbnb realized their mistake and re posted my review. It did not violate any rules. One employee decided to censor reviews, they corrected it. 

[Bhumika]

Hey @Kelli358 , 

Thank you for coming back and updating us!

I am tagging @Scott57 and @Mike-And-Jane0 so that they know that this issue has been resolved for you and would also like to thank them for taking some time and responding to your post!😍

[Mike-And-Jane0]

@Kelli358 Without seeing the review it is hard to judge but it is highly unusual for a review to be removed. In fact reading this forum it just never happens. Was yours a professional host or an individual host?

[Mike-And-Jane0]

@Kelli358 Is this the review by any chance?

Erica was a very responsive host and her home was clean and very well appointed. The kitchen had everything we needed and the space was perfect for our family of four. The beds were great (glad we brought extra pillows though), the water pressure and the shower amenities were terrific. The only negatives were the distance to the main street and beach, and the noise factor. The home is tucked back several blocks from the main town, the beach even further, and is not an easy or quick walk, especially with groceries or other provisions. We had a car and we drove to town and to the beach. The noise was also an issue as it's in a neighborhood very close to other houses and the thatched roofs do not provide a sound barrier. Overall we had a great trip and San Pancho is a lovely little laid back town.