Retaliatory, offensive review removal denied

[Ludo431]

Dear community,

Can somebody please explain how is this review allowed?

All 1 star, naturally, even though the guest never set foot into the apartment and got the full refund for the cancellation.

Listing:
https://www.airbnb.com/rooms/1061951580003885431?guests=1&adults=1&s=67&unique_share_id=d608c78a-acb...

Your replies are much appreciated.

Ludo

[Monika-And-Domingo0]

i have been with Airbnb for 7 years - non stop superhosts - more than 4 000 guests, in total 4.95 score after all those years  - yet from time to time you get a guest you wish you would never meet in your life -before Airbnb was super supportive - what is going on since 2025 is just shocking - Airbnb prosecutes hosts - and it seems they do enjoy this process. You do not get any support, protection from those vulgar, nasty guests- quite the opposite - Airbnb rewards those people by allowing them to lie, write bad reviews, allowing them to demand refunds, abuse us hosts, threaten us ( we got a few and no help from Airbnb ), and it does not matter that we provide profe.  Airbnb has become a very arrogant company - they completely forgot that Airbnb is us - hosts and our properties - without us, they could have millions of guests and what would they do ? . We are so tired of that. Unfortunately, in Chile there are no competitions; otherwise, hundreds of hosts would have left Airbnb a long time ago. Hopefully, one day another company will appear . 

[Rachel417]

Hi Ludo 

So sorry you’ve had to deal with this abuse! I too have received a similar abusive/insulting personal note from a guest who didn’t get her 80% refund for having issues which she only thought to mention on day 7 of her 9 day trip. I have subsequently been declined twice that her 1star retaliation review be removed due to Airbnb’s zero tolerance policy on her abusive and insulting language used in her private note. They disagree, CS say if it was in the public domain it would be removed but because it’s private (via their messaging system) it’s deemed ok  which I think is wrong - I too want to publish her review but I’m too worried about the consequences. 
🤷‍♀️