Removal request for retaliatory review after late checkout violation — prior attempts made

[Ricardo766]

Guest booked 6 nights (not 7), failed to check out, ignored contacts, and Airbnb approved a $200 late checkout fee. After we declined a refund and Support intervened, the guest posted a factually incorrect, retaliatory review. I’ve already submitted the removal form twice, called Support, and opened a case with evidence.

Situation (dates omitted for privacy)

• Booking was for 6 nights (confirmed in the reservation; no changes by me).

• On checkout day, the guest did not vacate and left belongings without authorization.

• Airbnb Support attempted to reach the guest multiple times; the guest did not comply.

• Late checkout fee of $200 approved by Airbnb based on the violation.

• The negative review misstates the number of nights and misrepresents the checkout situation.

Why this should be removed under the Review Policy

• Accuracy: Review contains false facts (claims 7 nights; mischaracterizes events).

• Relevance/Fairness: It targets our enforcement of House Rules and an Airbnb-approved fee, not the stay quality.

• Retaliation: Posted after refund was declined and after Support intervention.

What I’ve already done

• Submitted the review-removal form twice with documentation.

• Called Support to explain the policy issues and facts.

• Opened a Support case and attached evidence (reservation, Support logs, fee approval).

Evidence ready to provide

• Reservation confirming 6 nights.

• Support communication records documenting non-compliance.

• Airbnb confirmation of the $200 fee approval/processing.

Asking the community

1. For those who succeeded, which policy citations or phrasing proved decisive?

2. Should I request escalation to a specialized/policy team explicitly in my next message?

3. Any best practices on structuring screenshots and case notes to speed resolution?

[Joan2709]

@Ricardo766 

Can you provide a link to the listing involved?

[Ricardo766]

This was the second retaliatory review (first one was from a guest who did not check in and we could not remove as well) so my listing is suspended up to the 29th Aug. 

here’s the link: 

airbnb.com/h/03193890wri

[Joan2709]

@Ricardo766 

Unfortunately, since you are suspended, can't see the listing?  

Since Airbnb has turned over review disputes to mostly AI with no real human supervision, here are your options:

1. Turn off Instant Book, list on other platforms and consider a direct booking site (I imagine with 114 listings you are using other platforms and a direct booking site)

2. Then file an arbitration claim against Airbnb for failing to follow their own written policies

Arbitration

https://www.airbnb.com/help/article/2908#22

[Ricardo766 · Accepted solution]

Hi everyone,

Just wanted to share a quick update on my case.

After submitting the review removal form twice, calling Support, and opening a case with full documentation, I was finally able to speak with a senior manager who took the time to carefully review all the evidence — including the reservation details, the guest's failure to check out, and Airbnb's approval of the $200 late checkout fee.

Following that investigation, the manager agreed that the review violated Airbnb’s Review Policy in terms of factual accuracy, relevance, and retaliatory intent — and it was successfully removed from our listing.

I’m very relieved and grateful that someone took a proper look at the situation.

For those going through something similar: persistence matters. Keep records, stay professional, and don’t hesitate to request escalation to someone with policy-level authority.