Was denied of removing bad review from a "guest" who was a squatter.

[Keren75]

I was prompted to try twice through Airbnb to have it removed and was immediately denied.  This squatter is a convicted felon.  

[Patricia2526]

Hi @Keren75 

For context, may I confirm if your guest has extended their stay without making any payment? If the booking period has already ended and the guest is refusing to vacate the property, it would be advisable to file a police report. Depending on the laws in your country or region, you may also consider pursuing legal action or filing a case in court.

[Keren75]

I am asking why Airbnb is posting her review. I am not asking for legal advice.

[Elaine701]

@Keren75 

Unfortunately, the review system is now evaluated by AI, and basically, it's all but impossible to get a false review removed unless the review openly claims to be retaliatory. Even then, you may have to fight it over and over again. 

Good luck, but be careful about what you say to them - avoid personal remarks, use facts only. The same AI can also penalise you in various ways. And there's little you can do about that either. 

[Keren75]

Thank you for your response. This validates my frustration with Airbnb.

[Keren75]

Hi @Elaine701 ,

Thank you for reaching out and for your patience while I conducted a thorough review of both reservations and the related concerns you raised.

To clarify, the Airbnb Community Center is an open forum where both Airbnb Hosts and guests can share their experiences and advice. Responses may come from fellow community members, Airbnb staff, or occasionally automated systems (such as AI) that assist with general questions. If a response is AI-generated, it is typically indicated, but most interactions are from real people within the community.

I've also reviewed both the reservation that you had requested for the reviews to be removed.

Reservation with Guest Lauren – HMFNYYAKNP (April 8 – July 😎

After completing a third and final review of this reservation, I can confirm that the review associated with guest Lauren cannot be removed. I understand that this is not the outcome you were hoping for, and I truly appreciate your understanding.

I have carefully examined all aspects of the case, including your concerns regarding the guest’s background and the issues you experienced during the stay. However, Airbnb’s Review Policy allows guests to share their genuine experiences as long as the content complies with our guidelines. While we understand your concerns about the guest’s alleged criminal record, the review itself does not violate Airbnb’s Review or Content Policies.

Please know that everything that occurred in connection with your reservation with guest, Lauren has been carefully reviewed, and we’ve taken the necessary internal actions based on our findings. While the review itself cannot be removed in accordance with Airbnb’s Review Policy, we want to assure you that we take such situations very seriously and do not treat them lightly. Every report helps us uphold the safety and integrity of our community, and your feedback has been duly noted and acted upon where appropriate.

Our policies are designed to ensure that reviews reflect authentic and unbiased experiences, and Airbnb does not mediate disputes regarding the truthfulness or fairness of reviews unless the content breaches specific rules. You can review these policies in detail here:
🔗 https://www.airbnb.com/help/article/2673/airbnbs-review-policy
🔗 https://www.airbnb.com/help/article/546

Unless a review includes prohibited content such as hate speech, personal information, threats, or irrelevant material, it must remain on the platform. The feedback provided will still be visible to future guests, helping them make informed decisions while also showcasing your professional handling of