Hi @Bhumika, @Jenny, and @Quincy,
I hope you are all well.
We are Superhosts in Dubai with over 100 consistent five-star reviews, and we truly need your support with a review removal case that has been mishandled twice by standard support.
A recent guest left a review that contains factually incorrect and irrelevant claims, specifically about check-in. We have provided Airbnb Support with clear, timestamped evidence showing:
The guest gave the wrong arrival time
The guest arrived late
Our communication was clear, polite, and consistent (as always)
All check-in instructions were sent in advance
There were no check-in issues caused by us in any way
The guest’s statements directly contradict the Airbnb message thread
Despite providing screenshots from the Airbnb chat and the guest’s WhatsApp messages (in Arabic), Senior Support sent two automated responses stating the decision was final, without addressing the actual policy violations, which include:
Violations of Airbnb’s Review Policy
Inaccurate information
Irrelevant content (complaints caused entirely by the guest’s own lateness)
This review unfairly harms our listing and Superhost standing, and we are not asking for special treatment—only for a proper, human review of the evidence, which has not yet occurred.
We kindly request that this case be escalated internally so that a real case manager can review the evidence under Airbnb’s own policies.
We truly appreciate your help and support.
Thank you so much.
BnB Family Dubai
