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."

[Dann1032]

Thank you Joan for your thoughtful follow-up and additional suggestions. I appreciate you taking the time to provide such detailed advice.

Regarding Case One: I've already attempted multiple review removal requests, including citing Airbnb's retaliatory review policy. Unfortunately, despite three attempts and clear evidence of the timeline between damage notification and the review (plus Airbnb's own validation of the damage claim), they have consistently denied the removal request. I've even expressed to them how this handling might drive hosts away from the platform, though this didn't seem to influence their decision.

Your strategic advice about timing for damage claims and reviews is excellent - I will definitely implement this approach for future bookings. It's a valuable lesson learned about the importance of sequence in handling such situations.

For Case Two: Thank you for confirming my approach to the public response. You're absolutely right about focusing on building up more positive reviews to overcome this setback. I'm committed to maintaining the same high standards of hosting that have earned me consistent 5-star reviews previously.

[Alexander2006]

You have to keep trying. There are many inept people working at the support center somewhere in the call center country in South Asia. This third party company is in no way associated with Airbnb other than pretending they are. It's a third party company outsourced by Airbnb and they have no values, understanding, or 3 brain cells put together in the voided between their ears. They claim to have some hidden policies in place and their system is somehow rigged that prevents them from removing the reviews at the peon level. They are instructed not to remove the review no matter how clear the violation and they will spin BS an wriggle like snakes. You have to keep trying. Sometimes it took me more than a dozen calls, extreme aggravation and months to succeed what clearly was a smoking violation and a retaliatory review that follow. Also make sure you immediately tell them if they are violating rules like noise, smoking, overcrowding, etc. Having said that, after years of dealing with more and more entitled guests one gets the feeling when a pain in the a$$ guest will leave a bad review. Your best bet is to file the claim asap, and if you get a review always assume it's a bad one and leave one of your own. Later you have options. One retaliation for rules breaking, two retaliation for damages. You will find it much quicker to find a peon or his supervisor senior case manager to side with you in accordance with retaliation policy violation. Also use chatgpt to phrase your arguments in a composed lawyer like fashion. It works, though multiple tries are a given.