Why did Airbnb remove my bad review?

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Why did Airbnb remove my bad review?

We recently stayed in an Airbnb, and after arriving late to our destination we were immediately threatened by our host, so we left in the middle of the night as the conversation thread moved from open threats to drunken slander. Airbnb put us in a hotel for the night until we found a better suited place for the duration of our stay. After filing a police report in the morning, the detective let us know the host had an extensive record and that he would check the property and follow up with the host (not only for fear of ourselves but for any future guests, we thought it prudent that the local police learn of our experience). We let Airbnb know the entire investigation and shared everything about our case with them and they gave us a near complete refund (prorating all but an hour of our stay). After leaving our host with a cordial negative review, we found out it had quickly been removed by Airbnb via their policies. I am absolutely amazed someone like this could even host to begin with, let alone become a “super host” giving near perfect reviews even though this could be further from the truth. As a Bay Area native, where this company was born, I will be sharing this experience with everyone I know. Where safety is concerned, there should NEVER be a compromise, EVER. I can understand greed, complacency, uncleanliness, or bad communication, however safety is where I draw the line. It seems like Airbnb regularly removes honest bad reviews and it needs to stop. 

 

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Top Answer
Rebecca
Community Manager
Community Manager
Suffolk Coastal District, United Kingdom

Hey @Hyo82

 

In this situation, I think speaking to Airbnb Customer Services again to be sure they have it logged and raised would be the best option. 

 

Please come back and let me know how you get on. 

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4 Replies 4
Rebecca
Community Manager
Community Manager
Suffolk Coastal District, United Kingdom

Hey @Hyo82

 

In this situation, I think speaking to Airbnb Customer Services again to be sure they have it logged and raised would be the best option. 

 

Please come back and let me know how you get on. 

-----

 

Please follow the Community Guidelines

Sara-And-Rob0
Level 5
Bern, Switzerland

As a host, I fail 100% of the time to have any review removed, no matter how grievously incorrect it may be...so I am stunned that this host, in clear violation of the safety policies, succeeded in having an honest review removed.  

 

The review process is entirely broken.

 

Sorry for you guys.  

Rob

@Hyo82 

If Airbnb determined your review violated any of their policies (no matter how cordial), it will be removed. This is true for a Host or a Guest. One of the things I have seen is the guest identified the Host by their last name, some identifying characteristic, or the location. That is not permitted and the review will be removed. I would ask Airbnb why they removed the review and they should be able to tell you.

 

Remove a Review

https://www.airbnb.com/help/article/3582

 

If you think a review violates our Reviews Policy, you can report it to us. Reviews will be removed if they violate our Reviews Policy, and both the guest and host will be informed of this decision upon removal.

Robbie54
Level 10
North Runcton, United Kingdom

@Hyo82 @You mentioned the review was removed because of Airbnbs policies but you didn’t say which one(s). Surely they told you why it was removed?