Seeking Community Support – False Review Disputing Airbnb’s Policy Guidelines

[Tuğkan-Berke0]

Dear Airbnb Community,

I am reaching out to seek your support regarding a review dispute that was unfortunately rejected by Airbnb Support, despite the fact that I provided concrete, time-stamped evidence proving the review in question is false and violates Airbnb’s content policy.

Why I’m Writing:

Airbnb’s review policy clearly states that content which is demonstrably false, not based on actual guest experience, or written with the intent to harm a host’s reputation may be subject to removal. However, in my case, despite clear documentation, my request for removal was declined. I believe this issue deserves a second look—this time with your help.

The Facts:

1. Overwhelming Positive Guest Feedback (Before & After)

Every guest before and after this reviewer has left 5-star reviews, confirmed the place matches the photos, and commented positively on the apartment. Examples:

• Abdullah (April 7–9, 2025):
  ✔️ 5 stars in all categories
  ✔️ Selected: “Place matches photos”
• Simonet (April 9–11, 2025):
  ✔️ 5 stars
  ✔️ Comment: “Very big and cozy space with all the amenities needed and a nice living room to chill and relax.”
• Farima (April 16–17, 2025):
  ✔️ Selected: “Place matches photos”
  ✔️ Comment: “Everything was very nice. The host was very helpful. The apartment is exactly like the photos and very clean.”
• Вили (May 1–5, 2025):
  ✔️ 5 stars
  ✔️ Comment: “Nice place! We spent a great time. Good location.”
• Hanifi (May 10–11, 2025):
  ✔️ 5 stars
  ✔️ Comment: “Exactly as described.”

These consistent, verified reviews directly contradict the disputed review.

2. The Disputed Review (Emrullah, April 26 – May 1, 2025):

Comment: “Pozele sunt vechi nu are treaba cu realitate”

Translation: “The photos are old, and they do not reflect the reality.”

Why this review is false:

• I submitted timestamped photos taken just 3 hours before guest check-in, which clearly show the apartment in the exact same condition as displayed in the Airbnb listing.
• These match the official listing photos and confirm the review’s claim is inaccurate.
• Every guest before and after has confirmed the opposite of what this guest stated.

3. Possible Bad Faith or Non-Actual Stay:

Given the completely baseless nature of the comment, and its contradiction with factual photographic evidence and consistent verified reviews, I have reasons to believe:

• The guest may not have been the actual reviewer or
• They may have written the review with malicious or retaliatory intent.

My Request to the Community:

I’m kindly asking for the support of experienced Community members and Airbnb staff who may see this post. I truly believe this review violates Airbnb’s review guidelines and should be re-evaluated. I am happy to re-submit the evidence if needed.

The integrity of the platform matters to us as responsible hosts. When false information is allowed to remain public, it not only harms our business but undermines the trust system that Airbnb is built on.

Thank you so much for your time, support, and for helping me get this reviewed fairly.

Best regards,

Tuğkan Berke Süslü

[Tuğkan-Berke0]

@Mike-And-Jane0 @Shelley159 @Till-and-Jutta0 @Helen3 @Angela1056 

[Shelley159]

Hi @Tuğkan-Berke0 

Fortunately your ratings are great - the listing where the guest left this review can afford to take a bit of a hit and still look good! With 171 reviews, the impact of such an isolated bad review is fortunately limited.

Of course you can try your best to have the review removed, but as you probably know, there are many reports here of unsuccessful attempts. I can't tell you that you'll be successful if you keep trying (apparently there is also a limit - I think you can only submit the removal request twice under the new system?)

You've already responded to the review in a clear way - if there's nothing more you can do, you will unfortunately just have to move on and stay positive.

I do think that guests will be inclined to disregard the negative review - it looks out of place and there are already newer reviews that are great. The most recent guest did you a real favour by writing "Just as described". When one reads this and reads your response to the negative review, it's obvious that the negative review can be ignored.

[Tuğkan-Berke0]

Thank you for your feedback. However, I would like to clarify that I have timestamped photos of the apartment taken exactly 3 hours before the guest’s check-in, showing the property exactly as listed on Airbnb. There is absolutely no difference between the photos submitted and the current state of the apartment.

According to Airbnb’s own policy, reviews that are demonstrably false or do not reflect the actual experience are subject to removal. I am prepared to provide all visual evidence, and I will continue to pursue this matter until my listing is accurately represented.

Just because the new system may have technical limitations does not justify allowing a misleading review to harm the reputation of a business that has operated with integrity for over 3 years. Dismissing valid removal requests without explanation does not reflect a platform that values or protects its hosts.

I am not asking for special treatment — I am simply asking that Airbnb uphold its own policies and act on the clear evidence provided.

[Tuğkan-Berke0]

 

[Elegant-Homes-Retreat0]

Hi @Tuğkan-Berke0 👋,

Thank you for sharing your situation with such clarity and professionalism. It’s incredibly frustrating when a review that clearly contradicts consistent guest feedback and timestamped evidence is allowed to remain—especially when it goes against Airbnb’s own content guidelines.

You've done everything right:
✅ You’ve provided factual, time-stamped photo evidence
✅ You’ve demonstrated that the claim is false based on verified guest experiences
✅ You responded publicly to the review with professionalism
✅ You're advocating not just for your listing, but for the integrity of the platform

I truly admire your persistence. Hosts like you who operate with transparency and high standards deserve protection against unfair and misleading reviews.

I hope Airbnb takes a closer look and honors its own policies in this case. If they don’t act now, I agree that it sets a difficult precedent for all of us. You have my support in continuing to push for a fair resolution.

Wishing you strength and continued success in your hosting journey. 🙌

[Tuğkan-Berke0]

Thank you again for your kind and supportive message — it truly means a lot.

After years of working hard to maintain a high standard and earning Superhost status, finding myself in this situation is deeply frustrating. Despite providing clear, time-stamped photographic evidence and consistent guest reviews proving that my listing accurately reflects reality, Airbnb has not provided a sufficient response — or any meaningful explanation — for allowing this misleading review to remain.

To be clear, this is not about receiving a negative review. I fully respect honest feedback based on guest experience. The problem is that the guest wrote “the photos don’t reflect the reality,” as their only comment — a claim that is objectively false. I submitted proof, including photos from the same day and dozens of guest reviews before and after this stay stating the exact opposite. Yet, despite all this, Airbnb has ruled against me without acknowledging the facts.

I want to express how much I appreciate your support. It reminds me that there are still people on this platform who value fairness, professionalism, and integrity. I will not let this go unresolved. I will continue to pursue this matter until a fair outcome is reached — not only for myself but for every responsible host who deserves protection from false and damaging claims.

Once this situation is resolved, I plan to share the full process transparently as a reference for other hosts who might face similar challenges.

Thank you once again for standing with me. Your words give me strength.

Warm regards,

[Marie8425]

@Tuğkan-Berke0 

I am sorry I know this is upsetting.

The problem you are having is you re trying to argue logic to an opinion.  I agree 3 hour old pictures are new, but sorry we and Airbnb can not tell a Guest what constitutes a new picture.  He might think an hour i an old picture.

I know it is hard, happen to us all but a review can not be removed because the Host or Guest disagrees with an opinion.

[Tuğkan-Berke0]

The guest’s review states: “The photos are old, and they do not reflect the reality.” However, the current photos — down to the bed linens — accurately and truthfully represent the property as it is. This proves that the guest’s claim is incorrect.

If the comment had only mentioned that the photos are old, removal might not be possible. But since the review includes the claim that “they do not reflect the reality,” and I can clearly prove this is false, the review should be removed in line with your policy.

[Shelley159]

Hi @Tuğkan-Berke0 - I see in your reply to @Marie8425 that you mention "in line with your policy" ... I just want to make sure that those of us who reply here don't work for Airbnb?

We're just hosts who can give some indication of how we would've handled a similar situation - any request to have the review removed will have to be filed with Airbnb Support. I think all that some of us try to prepare you for, is that this type of review perhaps doesn't have a high chance of being removed (based on what we know from the Community Center), but you can still file the removal request with Airbnb and submit all of your evidence.

[Tuğkan-Berke0]

Thank you for your clarification, and I sincerely apologize for the misunderstanding — I genuinely thought you were part of the Airbnb team.

I truly appreciate your time and your willingness to offer insight. Of course, I will continue communicating directly with Airbnb Support until I receive a fair resolution and all my rights are properly addressed.

Thank you again for your support and understanding.

[Shelley159]

All good @Tuğkan-Berke0 !

We're all here to see what happens in the community so we learn from others' experiences. It would be good if you could update us about the outcome - there seems to be a fairly new system in place for review removal requests, so it would be informative to know your experience. Good luck!

[Marie8425]

@Tuğkan-Berke0 

I also apologize if you felt my remarks were meant negatively.  They were not just old or new is an adjective, a descriptor so based on an opinion. 

My pictures are probably about 30 days old.  To me new,  To you maybe old. To your Guest probably ancient.  Perspective is usually a formed opinion based on life experiences to something that may or may not relate.

[Marie8425]

@Tuğkan-Berke0 

If the Guest lied and said no toilet available for two hours.  That is a specific physical complaint that you could use proof as inaccurate and remove.  He didn't say pictures of a different rental just his description "Old".

I think your response was great.  Many Hosts feel they are being personally criticized and I think responding to personal to a minor complaint can cause future Guests to worry what if I have a serous issue.

You didn't agree with him but you were respectful.