I'm a UK host and I've had two review disputes denied for a review that I believe contains fabricated complaints tied to a declined refund. I'm hoping a Community Manager can escalate this to a Senior Case Manager for a fresh look.
Here's what happened:
A guest (Lisa) booked my Luxury Room with Private Ensuite Bathroom for 14 nights (5–19 April 2026). She stayed 7 nights, then found her own flat and left voluntarily on 12 April.
The timeline from the Airbnb message thread tells the story:
- 5–12 April: 7 nights stayed. Zero messages about cleanliness. No complaints of any kind.
- 12 April 11:52: Lisa departed with this message: "Thank you for the warm welcome and have a lovely day :)"
- 12 April 12:03: I replied wishing her well. She reacted with a heart emoji.
- 12 April 12:14: Lisa submitted an alteration request to shorten to 5–12 April (saving £236).
- 12 April 12:55: I declined the alteration, as is my right under Article 2389 ("no consequences for declining").
- After the decline: Lisa wrote a 3-star review alleging a dirty bathroom — hairs in sink, paper on floor, dirty toilet — complaints she never raised in 7 nights.
Her own sub-ratings contradict the cleanliness claims: she gave 5 stars for Accuracy ("Looked like the photos," "Matched the description"), 5 stars for Communication ("Always responsive," "Friendly"), 5 stars for Check-in, and 5 stars for Location. The review also closes with a warning to future guests about Airbnb's alteration policy — which is about the platform, not my home.
Per Article 248, guests should report cleanliness issues within 72 hours. Lisa reported nothing during her stay — to me or to Airbnb. No Resolution Centre claim or AirCover request was filed.
I filed two disputes under Article 2673:
1. "Irrelevant Content" — denied
2. "Pressure or coercion" — denied
Both were denied without any indication that the message thread timeline was considered. I believe this review violates Article 2673's prohibition on reviews "used to mislead or deceive" and the irrelevance clause ("Reviews should be about the offering reviewed").
I'd be grateful if a Community Manager could escalate this to a Senior Case Manager for a proper review of the full message thread and timeline. Thank you.
