Host Protection - Retaliatory review

[Amine392]

Hello,

I want to share a recent experience that raises serious concerns about host protection.

A guest arrived 3 hours late without notice and immediately complained about the lack of A/C (which is not mentioned anywhere in my listing). To accommodate them, I went out and bought 2 brand-new portable A/C units and installed them within 3 hours.

The very next day, they demanded a full refund anyway, claiming the A/C was “not enough” and that the apartment wasn’t clean (claims never raised before). Airbnb support confirmed I had every right to refuse, since A/C wasn’t part of the listing and no proof of uncleanliness was provided (several guests have mentioned how clean the apartment actually was).

I specifically asked about a retaliatory review, and support reassured me it would be removed if it happened.

As expected, the guest left a 2-star review with false claims (no A/C, and cockroaches!!!). I submitted two review removal requests with full proof (including Airbnb chat records), but both were denied. Several agents didn’t even seem to understand what "retaliatory" meant...

This isn’t just frustrating for me as a host. It raises the question : what protection do we actually have when dishonest guests abuse the system? If support reassures hosts but later denies removal requests, how can we trust the process?

Will Airbnb take action to protect hosts from retaliatory and dishonest reviews, or are we left completely vulnerable despite doing our best to accommodate guests?

[Annabelle180]

Couldn’t agree more! The new review dispute process is flawed. 

Recently, I disputed a review that clearly violated Airbnb’s Review Policy. I spoke with three different Support representatives, and each one independently confirmed the review violated policy. However, the “Specialized Team” overruled removal without leaving any notes, explanation, or point of contact.

Airbnb support also used to be very responsive to party violation, phoning guests right away, but not anymore, takes hours to reach the specialized team and there’s a lack of action enforcing consequences to guests breaking the rules. All of this is very concerning for Hosts! 

[Joan2709]

@Annabelle180 @Amine392 

Unfortunately, Airbnb is using mostly AI in the review dispute process and it is not developed enough to be left alone without human intervention. It is a "toddler with a chainsaw" that results in predictable disastrous consequences. 

For now, I am advising all my Host clients to:

- Turn off Instant Book

- List on other platforms

- Consider a direct booking site

- Consider filing an Arbitration claim against Airbnb for not upholding their own written policies regarding review removals

Arbitration Claim

https://www.airbnb.com/help/article/2908#22

I also suggest you list now that you have PORTABLE AC units (not central AC) in your amenities section and add it is portable AC. Right now you just say "AC". You need to add the edit that they are portable units. Go to the amenities section and click edit. Then click the pencil icon next to AC and add what type there:

Also, mention that in other details under the Listing Description (especially since you are in a hot climate location). Also include this info in your after booking message so the guest can reply that is fine, or cancel the stay with a full refund. This is better than getting a negative review that you can't get removed (even though you should be able to do that).