How do I delete a response to a review?

[Michele368]

Guest did a lovely public review and then privately said she had problems with bugs in the room. I responded to the public review, explaining that we had thoroughly searched the room and found nothing. Then I realised that I had openly talked about the bugs.

Is there any way I can delete my response to their review??

[Marzena4]

@Michele368 According to airbnb rules - no. You can't even edit the reply, not to mention deleting it. But since you wrote there was nothing, why should you worry so much about it? 😉

[Ellen134]

Just wanted to add my two cents worth.  I had the same experience -- replied to "private feedback" assuming it would only be sent to the couple who sent it.  But no, it was published on the site.  In corporate America this would be recognized as a glitch.  A response to "private feedback" implies your reply will also be private.  I tried twice to call Airbnb at their corporate number of 415-800-5959.  On hold for 9 minutes the first time only to have it randomly disconnect.  Second call was picked up by a representative after 8 minutes.  Andy asked for my name, email address and phone number.  At the point I provided the information the call was disconnected.  Wouldn't you think he would contact me given he has my number?  Attempted a third call and I'm still holding after 10 minutes.  

Bottom line - I'm not impressed with Airbnb's customer service.  Quite frankly, a bit offended they dare to judge a host on timeliness of response.  Really?

P.S.  I have a 100% response rate and 5 star reviews.  No sour grapes here.

[Ho1]

I have the same experience with Airbnb's Customers Service Officers. Airbnb should response and pull up their socks. 

[Lizzie]

Hello @Ellen134,

Lovely to meet you. I am sorry to hear about your experience contacting the Support Team. I am not sure from your message whether you managed to sort this out in the end, but I hope you managed to speak with someone.

I hope you don't mind, but I would be interested to hear more about how you think the review function could be perhaps worded differently or improved in general to specically help prevent this happening in the future. Do you have any thoughts on this?

Thanks,

Lizzie 

[Lynne-and-Wally0]

I had the same issue - I thought it qas a private response.  Can't you add two buttons - "Public response" and "private response"  In the meantime, my response makes no sense because her comment was a suggestion and no one knows or understands what I wrote.  Can't I delete it?

[Abdul25]

We experienced the same issue this evening.  I thought I was responding to a guests private message to realize it was posted publically.  The set us is very misleading.  Airbnb, why can an owner delete their own comment...especially when the context makes no sense it is was clearly a mistake? 

[Christine615]

@Lizzie

I'm curious as to why a reply to a private comment would go to the public space. Seems to me that's a coding error that could be corrected. I tend to reply to people using the messaging app, but I could easily see how this could trip up a host.

Having someone respond that they don't have bugs would be red flags to a new guest vetting the space that didn't see the context.

Private responses should be just that - private responses to a private feedback comment.

[Zon0]

its very simple . train your staff.

I speak to senior airbnb staff and im advised because im the author of a review or a response then  im allowed to remove what i have written. 

In order for me to get that service i have to  wait   1 hr on the phone debating this fact  with ill educated case mangers or lower level call takers. While all case mangers and call center staff are respectful the lack of training is causing experience hosts to pull there hair out repeating , waiting , repeating etc

Issue arise with aribnb training  because there is no constancy in staff or case mangers answers. 

I believe Airbnb have made it more difficult and time consuming for its staff to investigate and the the right thing for the Guest, hosts and company then do the wrong thing and get you off the phone .

We are supposed to be working together to  achieve a common goal which is guest satisfaction. Unfortunately it feel like call center staff lack of training in airbnb policies  are causing a divide.

[Patricia1091]

I did something similar, and they deleted it for me. I’m very careful now, it took awhile, but they got it done.

[Femke8]

How did you manage to get it removed Patricia. Having the same issues and try to remove my comment. Thanks for sharing.

[DeEtte0]

I am also looking to delete my response to a private comment that ended up on the public review.  Who do I contact?  You should have the option of editing your response, even if only for a couple of days after you write it.

[Kim2388]

I am also looking to delete my response to a private comment that ended up on the public review.  

Please HELP!!!

[Ange2]

@Michele368   @Kim2388   I was told that a host or guest can always have reviews that they have written deleted.  I asked Airbnb to delete a review I wrote, I didn't even need to give a reason, it was done and dusted in a second, not sure about responses.

[Michael5520]

@Lizzie this is still a problem 4 years later.