Hi everyone,
I’m looking for guidance after Airbnb removed my review even though it was factual and based entirely on my stay.
I stayed 19 nights in an apartment (unit 308 in Armenia, Colombia). The main issue was a complete water outage for three days—no ability to shower or wash hands, and the apartment developed a sewage smell. We were told it was a city-wide issue, but after checking with the local water utility, we were informed the area was not affected. We had to book another place nearby just to be able to shower. A fire truck also came to refill the building’s tanks.
We reported everything through Airbnb, and they ultimately refunded us for those three nights. During the process, the host accused us of extortion. Additionally, one day before checkout, we were asked to pay an extra cleaning fee that was not part of the agreed booking.
I also want to note that I have video and photo evidence documenting the conditions during the stay, including the water outage and the fire truck at the building.
Despite keeping my review factual, respectful, and relevant, Airbnb removed it. The host’s response (which included the accusation) was also removed. Support has closed my case multiple times without providing a clear explanation tied to the review policy.
From my understanding, my review:
- Reflected a real experience
- Was relevant to the stay
- Contained no threats, offensive language, or coercion
So I’m struggling to understand why it was taken down.
For transparency, here is the exact review that was removed:
“I stayed at this apartment in Amara for 19 nights and the experience was mixed.
To begin with, the building mismanaged its water tanks, which resulted in no water for three full days. During that time, we could not shower or even wash our hands. The host offered no compensation whatsoever and claimed it was a city-wide issue. We verified this directly with the city water supply company, and it was not true. In fact, we had to book another place just three blocks away in order to shower.
In terms of the apartment itself, the main bedroom was very nice and the bed was extremely comfortable. It was also a plus to have three TVs, and the sofa converts into a bed, which adds flexibility.
However, the second bedroom is extremely small—approximately 5x8 ft—and feels borderline claustrophobic, which is important to consider if you plan on using that space.
Another downside is that one day before checkout, the host attempted to charge an additional cleaning fee that was not included in the agreed booking price. From a business standpoint, this is not acceptable.
Overall, while there are some positives, the lack of water, the host’s handling of the situation, and the attempt to introduce additional charges significantly impacted the stay. There are many more Airbnb options in this same building, so I would not choose this listing again.”
Has anyone experienced something similar or successfully escalated a case like this? Any advice would be greatly appreciated.
