Navigating Negative Airbnb Reviews: How to Get an Airbnb Review Removed

how to get Airbnb review removed

We’ve all experienced the sting. That knot in the stomach when we see a less than favourable Airbnb review. As a property manager or Airbnb host, you know that these reviews can potentially damage your reputation, and consequently, your business. This article is your guide to getting a negative Airbnb review removed and building an iron-clad strategy to navigate this tricky landscape.

The Illusion of Control: Understanding Airbnb Review System

Airbnb’s review system operates on a platform of transparency. It’s designed to keep both guests and hosts accountable, by allowing each to provide feedback on their experiences. While this sounds equitable on the surface, it can feel as though you’re subject to the whims of guests, with little control over the narratives they present.


However, it’s crucial to remember that not all negative reviews will stick. Airbnb has strict content policies in place. A negative review can only remain if it adheres to Airbnb’s content policy. Reviews that violate this policy can be disputed and possibly removed.

Airbnb review policy removal:

Airbnb won’t remove a review merely because it’s negative. The system is designed to encourage honesty, after all. However, if a review violates Airbnb’s Content Policy, you can successfully contest it. Some common violations include:

Airbnb review policy removal

Off-topic Reviews:

These are reviews that address issues outside of the host’s control, such as a nearby construction site or the weather.

Defamatory Remarks:

These reviews contain false information that could damage your reputation.

Personal Information:

Reviews that share private information like your full name or address.

Hate Speech or Discrimination:

Any review that includes prejudiced remarks or hate speech against a certain group of people.

If a review aligns with any of the above, you can appeal to Airbnb for its removal. It’s not guaranteed, but it’s possible.

Navigating negative reviews is essential knowledge for the must-have list of property management resources.

A Maze of Moderation: How to Get an Airbnb Review Removed

To have a review removed, you need to submit a request to Airbnb. Here are the steps you can follow:

Identify the issue: Categorize the issue based on Airbnb’s content policy. Understanding where it falls will make your case stronger.

Contact Airbnb: Reach out via email or the Resolution Centre within 14 days of the review being posted.

State your case: Explain how the review violates Airbnb’s content policy. Be factual and concise, providing any supporting evidence if possible.

Wait: Once submitted, wait for Airbnb’s decision.

Keep in mind that patience and professionalism are key in this process. Airbnb moderators will not appreciate hostility or impatience, and maintaining your composure will ensure the best possible outcome.

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Disputing an Airbnb Review: A Closer Look

Sometimes, it’s not just about identifying a review that doesn’t meet Airbnb’s content policy, but about actively disputing it. Disputing an Airbnb review is a nuanced process, one which demands both understanding and strategy. Whether you believe a review is unjust or fabricated, it’s essential to approach the situation with tact.

Firstly, gather all necessary documentation. This can include correspondence with the guest, photographs that counter their claims, or any other evidence that can strengthen your argument. Your goal should be to present a compelling case that highlights the discrepancies in the guest’s feedback.

Next, when you contact Airbnb to dispute the review, keep the tone of your communication objective and calm. Refrain from expressing overt emotions, be it anger or frustration. Instead, focus on the facts and ensure your language remains respectful. Airbnb’s support team is more likely to assist if they see you’re approaching the situation rationally.

It’s worth noting that while Airbnb champions open communication, they also prioritize fairness. Thus, even if a review does not directly violate the platform’s content policy, if you can prove it’s substantially misleading or untrue, there’s still a chance it may be considered for removal.

In the interim, as you wait for a response, continue to engage with other reviews and maintain the quality of your service. One negative review, especially if unfounded, won’t define your hosting journey, but how you respond and adapt will surely set you apart.

Reflections and Rebuttals: Responding to Negative Airbnb Reviews

While you’re waiting for a resolution or in case Airbnb decides not to remove the review, you can craft a public response. This is your chance to tell your side of the story, and demonstrate your commitment to providing exceptional experiences.

Airbnb removing negative reviews

Here’s how to structure a response:

Express gratitude: Start by thanking the guest for their feedback.

Address the issue: Next, address the issue directly and calmly. Avoid any hostile language.

Present your side: If the complaint is not legitimate, briefly present your side of the story.

Close positively: End your response on a positive note, perhaps by sharing how you’ve addressed the issue or improved for future guests.

Retaliatory Reviews: The Underbelly of Feedback Systems

The Airbnb platform is built on trust and transparency. However, with human nature being as unpredictable as it is, there arises a phenomenon known as the “retaliatory review.” Essentially, these are reviews left by either a host or guest in retaliation for a negative review they received from the other party. It’s a tit-for-tat situation where the intent is more about revenge than providing an honest account of one’s experience. These reviews can be emotionally driven and may exaggerate, misconstrue, or fabricate situations to paint the other party in a bad light. Such feedback, driven by emotion rather than fact, can muddy the waters of Airbnb’s otherwise transparent system.

Navigating the Terrain of Retaliatory Reviews:

If you suspect you’ve been the recipient of a retaliatory review, it’s crucial not to respond in kind. As tempting as it might be to fire back, maintaining professionalism is key. Instead, consider reaching out to Airbnb support with evidence of the retaliatory nature, such as previous positive interactions with the guest or host, or inconsistencies in their story. While Airbnb has mechanisms to deal with reviews that violate their content policy, they’re also attentive to patterns that suggest retaliatory behavior. Remember, your long-term reputation as a host or guest is more important than a brief moment of catharsis. By handling such situations with grace and patience, you not only protect your reputation but also uphold the integrity of the platform.

Reconstructing the Narrative: Preventing Negative Airbnb Reviews

Remember the old saying, “Prevention is better than cure”? This holds true here as well. The best way to navigate negative reviews is to prevent them from happening in the first place. Make sure you’re providing accurate descriptions of your property, be clear about your house rules, maintain stellar cleanliness, and communicate promptly and effectively.

As a property manager or short term rental host, it’s not always easy to navigate the labyrinth of negative Airbnb reviews. It can feel like a game of chess where you’re always on the defense. But, remember that negative reviews are not the end of the world, nor are they the end of your business. Instead, see them as opportunities for improvement and take action accordingly.

Artificial Intelligence: A Tool to Filter Guests and Mitigate Risk

In an ever-evolving digital landscape, the implementation of artificial intelligence (AI) has revolutionized various business operations, and Airbnb hosting is no exception. One significant way AI can help you manage your property more effectively is through guest screening.

With AI-based guest screening tools, hosts can sieve through potential guests and make informed decisions about who they allow into their homes. These tools use predictive analytics and data mining to analyze guests’ reviews from different platforms, their social media activity, and public records, giving hosts a comprehensive picture of potential guests.

These AI platforms scrutinize various factors to determine the guest’s suitability. They consider the guest’s previous reviews, verifying whether they have a history of leaving unjust negative reviews, damaging property, or violating house rules. They also look for potential red flags in a guest’s online activity that might suggest they’re not a good fit.

By using these tools, hosts can effectively dodge the bullet of hosting a problematic guest. It’s almost like having a crystal ball that predicts the kind of experience a guest is likely to provide, allowing you to make better decisions on who to let into your property.

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