Retaliatory Review Reinstated!

[Ridge-and-Dan---RND-Stays0]

Looking for guidance (and visibility) on a review situation that feels impossible to resolve fairly:

What happened

• Reservation (Jul 31–Aug 1).
• Guest’s written review is fully positive (“Excellent host… would definitely recommend”).
• All sub-ratings are 4–5 star, but the overall is 1 star.
• In messages, guest admits the 1 star was due to our post-stay reimbursement request (retaliatory, not about the stay). Reimbursement was for damaged couch from dog urine which resolutions team sided with us and reimbursed for damages. 

Airbnb’s initial decision

• We filed the official dispute form with evidence.
• Airbnb removed the review for policy violation.

Then it was reinstated

• The same review later reappeared with no notice of reversal.
• Support says the guest requested reinstatement, but won’t share the reason/category.
• We’re now told there’s a “two disputes” limit, so they can’t escalate—even though this is a reinstatement appeal, not a second dispute. We never even filed a second dispute. 

Why this matters

• One 1-star outlier dropped our listing 5.00 → 4.6, hurting visibility and Superhost eligibility.
• Airbnb’s Reviews Policy says reviews must be authentic, relevant, and useful; a 1-star overall that contradicts positive text + high sub-ratings is misleading.
• Retaliatory reviews (in response to claims/policy enforcement) shouldn’t stand.

What we’ve already provided

• Screenshots: review page (positive text + 1 star), sub-ratings (all 4–5 star), booking details, and the guest’s message admitting retaliation.
• The original Airbnb email confirming removal.

Asks

1. @CommunityManagers — please route this to Content Integrity / a manager for a reinstatement review, and correct the “two disputes” lockout for cases like this.
2. Can Airbnb clarify how a policy-removed review can be reinstated at the author’s request, and what policy allows that?
3. Best path other hosts have used when a removed review is later reinstated? 

 

[Ridge-and-Dan---RND-Stays0]

Could we please get some help? 

@Alex @Rebecca @Elisa @Quincy @Stephanie @Emilie @Bhumika  

@Lizzie @Liv @Katie @Anna @Nick @Francesca @Paula @Sybe 

@Airbnb 

[Brian3090]

I have the same issue and it looks purposeful about the "two review removal submission limit" they purposefully deny it with no explanation and then tell you they can't review it again. I have even had support ambassadors in a message thread say they agree with me and the reviews are still not removed.

Since Airbnb has enforced a new system around review removals, I have had multiple situations where they will not remove reviews that don't align with their own review policy. We are not given any explanation as to how or why the review is in line with their policy and when asked for an explanation, none is provided.

Below is just one example of the information I submitted to their review removal system and it was almost immediately denied as if no one read or took a look at it. I have multiple that need to be reviewed by a real human being who can provide a clear explanation as to why the review is in line with the current Airbnb review policy.

Facts:
• Booking was for 4 guests and guest accepted our house rules (no parties/events, no smoking).
• Our disclosed exterior doorbell camera recorded 20+ people entering/exiting, consistent with an unauthorized party, and evidence of smoking (cannabis) on premises.
• We reported immediately and provided photos/videos. Airbnb Safety canceled the reservation and instructed the guest to leave (see attached Safety case screenshots).
• After cancellation for these violations, the guest threatened a bad review and then posted a 1-star review.

Why the review violates Airbnb policy:

1. Reviews Policy – Unbiased: Reviews must not be retaliatory or used to punish a host for enforcing rules. The policy explicitly states guests should not write biased/in-authentic reviews “as a form of retaliation against a host who enforces a policy or rule.” This review was posted only after Safety canceled for violations.

2. Ground Rules for Guests: Guests must follow house rules, respect the approved number of guests, and never hold disruptive gatherings. Smoking where prohibited (including cannabis) also violates Ground Rules and host rules.

3. Community Disturbance / Party Ban: Disruptive gatherings and parties are prohibited regardless of size. Our evidence documents a gathering far beyond the approved occupancy.

Evidence already in case:
• Safety chat confirming penalty-free cancellation and instructions to vacate.
• Ring video timestamps showing 20+ attendees.
• Photos of smoking evidence and condition after the gathering.
• Message thread noting the guest’s intent to leave a bad review after enforcement.

This removal will keep reviews trustworthy and aligned with Airbnb’s Reviews Policy, Ground Rules for Guests, and Party/Community-Disturbance policies. Link to evidence - https://drive.google.com/drive/folders/1rQDJ3BZFPlq4_m4l5HAdLnbf9P7fBzfl?usp=drive_link 

[Ridge-and-Dan---RND-Stays0]

@Airbnb needs to fix all the problems with this review process - it seems like it will just lead to more arbitration or a class-action law suite

[Lorina14]

@Ridge-and-Dan---RND-Stays0 

I’m sorry about your experience with the guest and customer service. I was scrolling through your reviews and had to scroll quite a while to get to the 1 star review and like you said it was a great written review with an overall 1 star listed.

From what I have read many guests can have a review stay if they have positive things in the review along with negative and are given the explanation by CS that it is their opinion so you cannot remove it. The AI bot customer service aspect doesn’t help either. Just wanted to let you know that in all categories except for host circle, guests can read these public community center boards. 

I noticed that you didn’t have a response and I would write a response to their review stating facts so that guests will know why there is a 1 star with a raving review. You could say, “Thank you for the review and it was unfortunate that after the guest was notified of some damage to the listing after their stay from their pet and charged per our listing house rules, we received a retaliatory 1 star overall review for what otherwise was a great stay.” This is neutral and explains the discrepancy. Most guests will look at the written review and see maybe it was a mistake but it’s always best to respond.

[Ridge-and-Dan---RND-Stays0]

The real problem here is Airbnb’s process. The review was already removed once by CI team for policy violation. The guest directly admitted this in the chat (attached) stating the 1 star was because of the claim. That’s why CI team removed it for retaliation. The Aircover resolution sided with us as well and we had to replace the couch because the urine was so deep in it. Then the review got reinstated - this violates Airbnb’s Terms of Service and it’s a breach of their own contract with hosts to allow something like this. @Airbnb 

Scrolling to find the review or the fact that we have not responded is not the main issue - the review should be removed because it is retaliatory and hurting our listing. We shouldn’t have to be facing these issues. In the past, you could call Airbnb support and they would see that yes, this was a system error and that the review was removed and came back. Now they just hide behind „not being able to do anything” and template responses.