Host Experience: When Review Policy Protections Fall Short

[Dann1032]

As a dedicated Airbnb host, I'm sharing my recent experience with review policy enforcement to help other hosts and seek community insight.

Background
I maintain a well-reviewed property with consistent 5-star ratings. Recently, I faced two concerning situations that highlight gaps in review policy enforcement.

Case 1: Retaliatory Review
- Guest stayed twice in my property
- First stay: 5-star review, praised "warm and welcoming host"
- Second stay: Left property damaged
- After damage notification (Airbnb approved £80 claim), guest suddenly left negative review
- Complete reversal in tone and rating
- Private feedback explicitly showed retaliation for damage claim

Case 2: Contradictory Review
- Guest acknowledged location details before booking
- Received early check-in accommodation (4 hours early)
- Written review praised cleanliness, rules clarity
- Contradictory ratings:
   * 2-stars for pre-acknowledged location
   * 4-stars for flexible check-in
   * 3-stars overall despite positive written feedback

Resolution Attempt
- Reported both cases to Airbnb
- Provided comprehensive evidence
- Escalated to Senior Case Manager
- Decision: Reviews upheld despite clear policy violations

Key Concerns
1. Policy enforcement inconsistency
2. Disregard for documented evidence
3. Protection gap for hosts
4. Precedent for future cases

Questions for Community
- Have others experienced similar situations?
- What additional steps have worked in similar cases?
- How do we collectively address this policy enforcement gap?

I'm sharing this to raise awareness and seek constructive dialogue about improving host protections within the review system.

[Joan2709]

@Dann1032 

This is an ongoing concern for Hosts.

Case One

It does sound retaliatory. I would keep trying to get the review removed. Be sure to provide a copy of Airbnb's retaliatory review policy to Airbnb CS. Sometimes you have to submit request for removal many times before it is granted.

For the future...

If the damage was replacing stained linens, towels etc. many Hosts just consider that the cost of doing business and don't seek reimbursement from a guest. If it involves major cost, or the guest broke some House Rules, then you might consider a claim. I suggest you wait until the guest writes their review before letting on to them about the damage and your resolution center claim. Keep in mind the 14 day deadline for writing reviews. If the guest doesn't post their review, wait until the 14days are almost up. Then post your honest review and resolution center claim right before the 14day cutoff.

Case Two

Unfortunately, I don't believe this guest violated any of Airbnb's policies in their review. All you can do is post a non-emotional, factual public response to this guest's review for future guests to understand what happened (looks like you did that). Unfortunately, you are a relatively new Host, so it will take awhile to overcome the hit you took on this review. Just keep providing excellent care for you guests and continue getting 5-star reviews. It looks like this was a new guest to Airbnb and probably not aware that Airbnb reviews are very different from hotel or restaurant reviews. Many Hosts I work with have a refrigerator magnet that explains that. Some Hosts think it's tacky, but I don't and it's especially important to educated new guests on how Airbnb reviews work. Some Hosts also add it to their House Manual, but many guests don't even read the manual. The frig magnets are on Amazon:

Amazon - Review Frig Magnet

[Dann1032]

Thank you for your detailed insights, Joan. I appreciate your strategic advice about timing damage claims. For transparency, I've already posted public responses to both reviews:

For Case One, I highlighted the stark contrast with his previous 5-star review and documented the sequence of events objectively. 

For Case Two, I addressed the location rating discrepancy by noting his pre-booking acknowledgment of location details and early check-in accommodation. 

I'll definitely implement your suggestion about review timing for future bookings. The refrigerator magnet idea is excellent.

[Joan2709]

@Dann1032 

*Update

One more thought...if you gave the guest a 5-star review (the one with damage claim) and you no longer feel 5-stars is warranted, you can always ask Airbnb to remove your 5-star review of them. Guests can also ask for their review of a host to be removed as well. The only thing not allowed is editing the review once both are posted, or requesting Airbnb remove the other parties review unless it violated their policies for reviews:

Remove Your Own Review

https://www.airbnb.com/help/article/3582

"...You can remove a review you published if it no longer reflects your genuine experience as a guest or Host. Just reach out to our customer support team with your request to remove a review you’ve authored."