Request for Support – Unfair 1-Star Review from Guest Who Never Stayed

[Sam8302]

I need your help regarding an unfortunate situation with a recent reservation.

This booking was for a new listing, and unfortunately, I forgot to add the entry code to the check-in instructions. The guest and Airbnb both tried to reach me, but I was out of the country and didn’t see the messages until about an hour after check-in time.

By the time I responded, the guest had already booked a hotel. I immediately apologized and offered a refund for the missed night, reimbursement for the hotel stay, and a late checkout for any inconvenience. However, Airbnb canceled the reservation and blocked the original dates.

When I spoke with Airbnb support, I was advised that the guest could message me with a request to rebook. She did so (for different dates, with a personal message), but the system still didn’t allow me to accept the reservation. While trying to resolve this, someone else instantly booked her original dates. The guest became very stressed and upset, understandably. To help, Airbnb provided her with $500 in credit so she could book another place.

Later, she left a 1-star review. I was shocked to learn she was allowed to review a stay she never experienced. Airbnb support told me reviews can reflect the overall experience, even without staying. While I understand that policy, this review contains several false claims:

• She rated cleanliness (“dirty/dusty”) and accuracy (“smaller than expected”), even though she never entered or saw the property.
• In the private feedback, she wrote: “ ******!!!! You will get ur KARMA BACK.” I believe this is abusive and violates Airbnb’s content policy.

I submitted a removal request, but it was denied with the explanation that the review does not violate policy. I am now respectfully asking for a second review or escalation to the Trust & Safety team.

As a host of 5 years with a strong track record, this is the first time I’ve encountered such a situation. I tried my best to resolve the issue and offered multiple gestures of goodwill. I feel this review is retaliatory, factually incorrect, and damaging to my listing.

I appreciate your time and support in re-evaluating this.

Thank you 🙏🏼

[Patricia2526]

Hi @Sam8302 

Technically, if a guest never actually stayed at the property, their review may be eligible for removal under Airbnb’s review policy. However, in your case, the situation is a bit different because it appears the host was at fault for the issue that led to the guest not staying.

Since Airbnb tends to prioritize transparency and guest safety, they may allow the review to remain I believe if it reflects an actual experience related to communication, cleanliness, or check-in even if the guest didn’t spend the night.

Just respond publicly to the review with a calm and professional explanation, taking responsibility if appropriate. This can help future guests see your willingness to improve.

[Helen3]

Guests and hosts are allowed to leave a review if the booking is cancelled or the guest can't check in on the check in day. @Sam8302 

I can see the guest was upset and left you a low review.

do learn from this and have a local cohost that you use if you're going to be away.

i agree wiith Patricia do leave a polite factual response which includes an apology. 

[John5097]

@Sam8302 

Airbnb policy on this is that a guest review can be removed if they didn't stay at the listing, expect if there was some problem that prevented them from checking in. So this review should stand as the host didn't provide the code to check in and also wasn't available to resolve the issue.

They still have to rate each subcategory to finish and submit the review as there isn't a NA option. 

I think host should consider this from the guest point of view and that they were frustrated they couldn't check in, couldn't reach the host, and have to try and find something last minute. 

I'd say be thankful it didn't end up a lot worse, as that can become a safety issue if guest can't check in.