Trouble with Removing Retaliatory Guest Review + Blocked Reimbursement Claim

[Erin8951]

Has anyone else struggled with Airbnb when trying to remove retaliatory or policy-violating reviews?

I had a guest for a one-night stay in peak summer. A few hours before check-in, she asked to park at the property early. I explained this wasn’t possible because my cleaners needed access. I suggested metered parking out front and paid lots nearby. The guest’s replies turned nasty from that point forward.

During her stay she complained she couldn’t connect the TV to WiFi. I helped her troubleshoot, and even contacted Verizon. Verizon confirmed in writing that there were no issues and that multiple devices were connected during her stay. 

After checkout, my cleaners found the unit left in terrible condition: trash everywhere, soiled linens, and extra cleaning required. I have photos and messages from the cleaning company. My house rules clearly state that trash must be removed or a $100 fee applies. 

I submitted a review of the guest noting these issues. The guest then left me a false and retaliatory review claiming no WiFi, no linens, and that the condo wasn’t clean. I immediately contacted Airbnb and submitted evidence: texts, photos, and the Verizon email. 

Unfortunately:

• My request for review removal was denied in just 22 minutes (even though I submitted a PDF packet with exhibits).
• When I tried to escalate via chat, I was told the decision couldn’t be appealed and I could not speak with a human.
• To add insult to injury, Airbnb removed my review of the guest but left her false one in place.
• I was told to file for reimbursement for the extra cleaning, but I cannot because the guest has an open claim that blocks me for ~60 days.

I requested removal under Airbnb’s Review Policy categories: false/misleading info, irrelevant complaints, retaliatory content, and harassment/abusive tone. Yet my case was rejected automatically. 

This feels incredibly unfair. What happened to the days when Airbnb supported hosts with clear violations? 

Has anyone here found success escalating these cases? Is there any other way to adjudicate a review removal and reimbursement claim when the guest opens their own claim to stall?

[Karen114]

@Erin8951 Sorry this has happened, it sounds so frustrating. The short answer is no, you can't get reviews removed these days.  

I don't think you can say the guest left you a retaliatory review because you could not see each other's review until you both had written one or the review window closed after 14 days.  Sounds like neither one of you had good things to say about the stay.

Luckily,  it was only for one night so damage and headaches were largely mitigated.  Unfortunately,  in this business when you have been doing it for a while and have multiple listings, you will get the bad guests that leave untruthful bad reviews. 

It is easier said than done, but when I get a bad review/bad guest I just try to move on from it. It's not good for the mind, body  and soul to spend too much time on negative energy.

You have hundreds of reviews that are mostly positive. Most guest with normal sensibilities can see these one offscathing reviews for what they are, outliers or unhinged guests.