Hi fellow hosts,
I’m reaching out because I’m feeling really discouraged after a recent experience and hoping for guidance or support from this community.
A guest made a serious and completely false claim about my listing in an apparent attempt to get a refund. We acted immediately — our professional cleaners went in and found nothing wrong. We also paid for a licensed pest control inspection, which confirmed the apartment was perfectly fine. Airbnb reviewed the case and ruled in our favor, confirming we would receive our full payout.
However, the guest was still allowed to leave a public review referencing the false claim. We submitted all evidence and explained that this was clearly retaliatory and misleading, but Airbnb declined to remove the review.
As a long-time host and Superhost who takes pride in maintaining a clean, honest, and safe space, this feels incredibly disheartening. It’s frustrating that someone can attempt to deceive the platform and still leave a damaging review even after their claim was proven false.
Has anyone else experienced this? Were you able to escalate it or get support? I'm really trying to stay positive, but this situation has shaken my trust.
Thanks in advance to anyone who shares their experience or advice.
Warm regards,
Paulo
