I’m writing here out of frustration and a deep sense of unfairness about Airbnb’s review policies, which continue to leave hosts vulnerable to misleading and damaging reviews.
As hosts, we pour our time, energy, and resources into creating great experiences for our guests, yet the review system seems skewed entirely in favor of guest feedback, no matter how absurd or baseless it may be.
Recently, I received a review that criticized my property for lacking a bidet (I am Italian and my property is in Italy) clearly disclosed in the listing and well featured in 4 photos provided in the listing, and because he would have been preferred a dishwasher rather than the provide washing machine.
The guest even fabricated claims about cleanliness, despite being the first guests of the season in a professionally cleaned property.
When I reached out to Airbnb support, I was told that guests are entitled to express their personal preferences and experiences, even if those "preferences" are completely unrelated to the property. I was told that even if a guest had left a negative review because they wished the property was located next to a zoo, Airbnb would still consider this valid as part of their subjective experience.
This is absurd.
Hosts should not be penalized for things outside their control, or for guests’ inability to read a listing description properly.
The broader issue here is not just my case but the lack of balance in Airbnb’s review moderation policies. We all know how devastating a single bad review can be for a host’s reputation and future bookings.
Yet, we are left with little to no recourse when a review is based on misinformation or outright lies.
Airbnb claims to value its hosts, but its current system does not reflect that.
Hosts need better support and a review policy that works equally for both sides. At a minimum, there should be clearer guidelines and more rigorous moderation for reviews that are demonstrably false or irrelevant to the property experience.
I know I’m not alone in this frustration. It’s time for us as a community to advocate for fairer policies that respect the hard work and investment we put into hosting. Airbnb must listen to hosts and implement changes to create a system that is truly balanced and just.
Let’s discuss how we can push for these changes—together, we can make our voices heard and ensure that Airbnb values its hosts as much as it values its guests.
