As a Superhost with over 2,000 reviews, I am extremely frustrated with Airbnb’s current review removal policy. I’m not saying the previous policy was perfect, but this new one is even worse—there is no opportunity to provide any explanations.
I received two separate 1-star reviews in the same week, both in retaliation for filing an AirCover claim.
The first incident involved a guest who stained our flat sheet, so I requested a $20 reimbursement. I even sent her a photo showing the stain, but in response, she left a 1-star review, calling me a “penny pincher” and complaining about being charged for the damage. I submitted two separate requests for Airbnb to remove the review, but both were denied. Not only that, but because of her false review, my listing was suspended for five days. Airbnb should provide a fair resolution and justification for hosts in situations like this.
In the second case, another guest stained the duvet cover with numerous oily spots, likely caused by oil-based products, mainly lubricant. After submitting a claim, I received another 1-star review. This time, before filing the review removal request, I called Airbnb support and spent 40 minutes explaining my frustration over the previous review. The representative documented everything for me, and fortunately, this time, the review was successfully removed.
Retaliatory reviews are supposedly against Airbnb’s policy, yet different support agents interpret the guidelines inconsistently. This is incredibly unfair to hosts. If Airbnb continues to treat hosts this way, legal action may be necessary to protect our rights.
