Retaliation review

[Sam9136]

Hello hosts. I recently had a guest who had a lot more people at my house than was supposed to be. I messaged them and asked them to remove any unapproved guests. Then two days later, right after checking out, he wrote a 2 star review saying how uncomfortable he was in the house after being accused of having extra guests at the house. I sent him screenshots of my neighbors complaints and the Ring doorbell camera showing how many cars and people were coming and going. Airbnb declined to remove the review. I submitted another complaint to airbnb to remove the review and waiting on that result. Has anyone been able to get these types of reviews removed? The review wasn't about the home or the area. It was just that he got caught breaking the rules and pretended like he did nothing wrong. This seems pretty straightforward and somehow Airbnb is not helping. Their communication is very robotic and most of the "case managers" don't write a coherent sentence. 

[Patricia2526]

Hello @Sam9136 

Did you report this to Customer Support (CS) while it was happening? In our experience, whenever a neighbor reports excessive noise, a party, or any disturbance coming from our property, we contact CS first before taking further action.

This way, the incident is properly documented in Airbnb’s system, and we can also ask CS for guidance on the appropriate next steps. We then message the guest through the Airbnb platform to address the complaint and remind them of the house rules.

[Sam9136]

I didn’t report it because they take a long time to respond. I gave the guy a second chance to clear out the party and he stayed two more days without issue. Then he wrote a 2 star review simply because I asked him to remove all of the extra guests and cars from the road. That seemed to work until the review was posted. 

[Kevin2952]

Hi Sam,

Airbnb has two major problems right now. The first is that AI has replaced real agents, meaning only automated wording and macro phrases are used at levels 1 and 2 of support. This definitely wasn't the case before.

The second issue is that they simply refuse to remove reviews, especially retaliatory ones, even when you provide clear proof. Hundreds of us on the host side are documenting this now. Airbnb really needs to address this problem because it’s becoming systemic.

I am so sorry to read about your situation. I hope you have some luck getting that review remov

ed.