Superhost Managing 20+ Properties – Escalation Request for Retaliatory Reviews

[Archer7]

Hi everyone,

We operate a short-term rental management business with over 20 Airbnb listings across New England and have proudly held Superhost status for 3 years straight. We’re loyal to Airbnb and do not use direct bookings, unlike most in our market.

Recently, we’ve had two guests (reservations HMSATCR5J5 & HMRDSS4TWC) leave what appear to be retaliatory reviews after we declined refund requests post-stay. We disputed both through the proper channels, but the decisions were made without a full review of the context.

This is now affecting our clients' trust in Airbnb. Some are refusing to accept new users without a review history, and others are considering switching to platforms or management firms that only use direct bookings. We’re fighting hard to keep everyone on Airbnb because we truly believe in the tools and partnership—but we need support to do so.

Is there anyone on the community team or Airbnb staff who can help escalate this to a real person in Trust & Safety?

We’ve delivered 5-star experiences to hundreds of guests and want to continue doing so with Airbnb by our side.

[Helen3]

Sorry to hear you've had some difficult guests .

Why are you fighting to keep all your clients on Airbnb as a management company surely you should be giving your clients the best chance to get booked by listing them across all relèvent STR platforms and for direct bookings @Archer7 

[Archer7]

Thanks, Helen — fair question.

We actually did about $1 million in revenue last year with just half the listings we now manage. We’ve doubled our portfolio in the past 6 months and are on track to double it again this year. We already have a solid team and infrastructure in place.

I believe in simplifying the business, and platforms like Airbnb and VRBO have the tools to support hosts at scale — if they choose to be host-friendly. We host in Cape Cod and the Lakes Region of NH, where there’s no shortage of resources to thrive using direct bookings. But we’ve chosen to stick with Airbnb to build reputation, show verified track records, and remain proud Superhosts.

While my business partner leans toward direct bookings, I’ve been pushing to work with and grow through established platforms like Airbnb and VRBO. VRBO has never given us issues like this.

@AirbnbHelp — if your team sees this, we’d really appreciate some clarity: is Airbnb still committed to helping hosts grow, or are we misunderstanding the direction the platform is headed?

[Helen3]

It's not an either or @Archer7  you can take direct bookings and use STR platforms . 

as you say you've had massive growth so having systems in place that support clients  will be key .

As an STR management business it's an incredibly risky approach for you and your clients to rely on a single marketing channel. 

[Mary1523]

Hi

You are probably not going to like my response but here's another perspective. But firstly, Well done on surviving 3 years and achieving super host - great effort in itself!

I appreciate your business is fulfilling a need for some hosts and applaud your loyalty to airbnb, however that's your choice of business model. No one will ever applaud the loyalty to airbnb, you are just a supplier, not the customer. All hosts are suppliers, don't delude yourself into thinking we are customers. 

I'm not really sure airbnb is well suited to for-profit entities including management platforms like yours unless you are willing to put the guest before profit. I don't know your business so I caveat my response but I can only go by the example you proferred that caused your issues in the first place.

I question the rationale behind declining a refund post stay. I have never ever in 9 years ever got myself into that situation to start with. I'm proactive upfront during the stay with refund options when they are issues (and I've had plenty - a 6 bedroom rural property has more than most). Before they have checked out, they have been refunded in some form and then retailatory reviews don't occur. It doesn't matter if the guests were right or wrong, you have to manage the issue from the get go and sometimes take the financial hit. 

Look, I get the value proposition you offer and it is tempting for so many reasons, including the 24x7 support, cleaning reliability etc etc, but like the product owner that we are, we might say, we want your service but it needs to change. So your clients are telling you, you need to change your service. I'd listen to them, no point flogging a dead horse. Businesses need to pivot their business model in response to the customer and market conditions. You had a good run, but maybe it's time to re-evaluate.

Maybe not what you wanted to hear, but you did post...

All the best, hope you can still make something of your business, kind regs MK

[Helen3]

Great post @Mary1523 but I would say most management companies don't offer 24/7  support but operate with standard office hours .