Airbnb Host and Investors Forum General Advice « Previous 1 … 5 6 7 8 9 Next » A Short Term Rental (STR) Forum Community

[SherlockMiles]

Had a bad guest who was able to leave a review for a place that they never stayed at AND received a full refund for. Called to complain and was told it would be removed once guest posted the review. Still not removed 1 week later and I have now talked to 3+ people through airbnb support and I get a different answer each time I call.

[KarthikL]

You need to be very specific in why you need it removed. You can speak to Airbnb support and get it potentially removed under the grounds of a few things such as it being irrelevant, untrue, and even retaliatory. Be specific about what part of their review is the issue.

[TopekaTom]

I had a guest give me a 3 star review because "wifi wasn't available" even though the wifi and password were listed in the house guide AND on the app. It took me a week, but you need to submit whatever evidence you have to customer support and it may possibly take an escalation to supervisor. I sent in a screenshot of the wifi and password as well as a picture of the house guide and said the review was inaccurate.

[micvite]

What exactly was it about your place that made the guest want to leave? If I spent time and showed up all the way to a place and had to leave I'd probably want to leave a bad review too.

[hpark23]

At lease your listing wasnt suspended. I had a listing of mine suspended due to a one star review left by a guest who was upset that my pool didn’t have a heater which was clearly stated. I contacted Airbnb and had the review removed for it being false but my listing remained suspended and they kept telling me to call and open a claim to have the suspension removed which took a week to resolve.

[AshleyCrawford]

Just respond to a negative review and say something that doesn't make you sound like a jerk. Your rating will average out overtime if its a good place and customers will read more into the comments.

[MasterofNone]

Keep pestering them, through the app with evidence. At one point it will reach someone who will actually read through it and they will cave in. Don't let the liars get away with it.

[AndyWu90]

What was the basis for the guest wanting a refund?

[DLegend]

Was there anything in writing that was blatantly retaliatory? That is against the ToS and has a strong case for removal.

[SunSeeker]

Read the airbnb review policy. Think about how you can spin the review to frame it for airbnb such that it violates their policy. Contact airbnb and ask to have it removed on the grounds that it violates their policy. If you don’t succeed try again with another agent.