How Airbnb deals with issues about reviews

[Pamela1414]

I recently posted a review outlining serious  health and safety issues in a rental , and inaccurate information on listing . I evidenced this directly to Airbnb who assured me they would investigate issues. Host subsequently posted retaliatory review of me and responded to my review with accusations  etc . It appears she requested my review be withdrawn, which Airbnb did . I requested it be reinstated , it was and then removed again - twice ! So it continues … 

How can I escalate this ? Is there any point ? How do you trust reviews if hosts can get negative ones removed ? Totally disillusioned with Airbnb . 
thanks for any suggestions 

[Mike-And-Jane0]

@Pamela1414 The host could not post a retaliatory review based on your review because that is not how the system works. Both reviews are blind until published.

That said they can certainly respond to your review but many hosts actually make the situation worse when they do this.

In terms of can a review be removed then yes it can but only if it is retaliatory or breaks the rules of content in some way. Without seeing your review it is hard to comment further.

[Pamela1414]

Really appreciate your message. Unfortunately Airbnb contacted the host after I called them asking for advice about process of raising serious issues . I agreed to them sending my photos of extensive black mould . So this happened before i wrote my review unfortunately, and as a result host knew what was coming ! 
my numerous conversations with Airbnb advisors have said I did not break any regulations but still reviews being removed . 
I don’t have copy of my review anymore . But the gist of it was to report mould in several places in the property, damp, water damage , damp towels and bedding , outside spaces unusable and trip hazards. Reviews back to 2020 have reported these issues , but strangely there are numerous glowing reviews , even after my visit ! 
Thanks 

[Mike-And-Jane0]

@Pamela1414 And another random question: Is the host a small time operator (like us) or a big corporate type like cottages.com? I have always wondered if the big boys get a different service from the rest of us.

[Pamela1414]

Seems to be a small time person, manages a couple of properties 

[Mike-And-Jane0]

@Pamela1414 All very odd then. I can't see their review of you so I guess both have gone?

[Pamela1414]

It is hard to understand. But the black mould was very extensive and had been there for years I would have thought . Why do no recent reviews mention it ? Have many been withdrawn too  ? 
Do you think if its worth pursuing with Airbnb !? To be honest the whole experience has been horrible - both in Oxford and all the nastiness and accusations from host. And Airbnb don’t seem to want to know …

Thanks for your messages 

[Mike-And-Jane0]

@Pamela1414 To be honest its probably not worth the angst it will cause you to keep fighting this one. It's a shame though for hosts who provide good places to stay.

[Pamela1414]

Thanks , you’re probably right. I’ve a lot going on at the moment and could do without anything else . 
I’ve had lots of great experiences with Airbnb, hope the next ones I’ve booked work out ok …

Thanks again for your support 

[Brian3133 · Accepted solution]

I'm impressed they actually removed a review! I had a recent guest complain in a 1-star review that I didn't have breakfast for them (never in my listing or even suggested), didn't have wifi (login info was in the app), and didn't disclose my brother lived there (was in the listing details, brother clearly marked as Co-host). AirBnb says it's a totally fine, by the book review!

[Pamela1414]

Thanks for commenting . My review was about very serious health and safety issues - evidenced by lots of photos! 
I’m sorry you’ve had the experience of unfair postings . It’s not a very robust system- relies on people’s integrity . I had  naively thought Airbnb would monitor / quality assured reviews . Best wishes, thanks again 

[Zheng49]

What serious health and safety issues did you report?

I believe Airbnb is allowed to remove reviews which are misleading or non-factual. 

[Pamela1414]

hi Zheng. 
there were large patches of black mould on walls and ceilings , and other evidence of damp . I sent photos to Airbnb , which they shared with host . Previous reviews since 2020 had noted it , but others said it was clean and well maintained - even subsequent to my stay!