Anyone ever successfully get an unreasonable AirBnB review removed?

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Anyone ever successfully get an unreasonable AirBnB review removed?

Brandon Gale
Rental Property Investor · Worcester, MA · Member since 2018 · 131 posts · 135 votes

Had a guest just check out who smoked weed in our cabin (besides the point but thought it would help our case) and then left a 2-STAR review. I couldn't believe my eyes. We had a 4.92 rating through 13 guests with no major issues reported by any of them, just 1 guest who was very very particular. 

This guests reasons were that the cabin was "smaller than expected" and "the pictures were deceiving". We have tons of very recent pictures of every room, square footage listed, bed layouts detailed, and I even drew up a floor plan to scale on our listing for even more information on the layout. 

We took it up with AirBnB and even though the review is totally unreasonable, they refuse to take it down.

Wondering if anyone has ever actually gotten a review removed from their listing before and if there is another way I should be approaching this with AirBnB. I am ready to be done with them and go VRBO full time after this.

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Sarah KensingerPro Member
Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
3y
Quote from @Bruce Woodruff:
Quote from @Sarah Kensinger:

Is no smoking one of your rules and do you have proof they smoked in the cabin? If a guest breaks a house rule Airbnb is more likely to remove the review. Unfortunately, a case like this is bound to happen once or twice to every listing. As hosts we have to get smarter than the system by learning how Airbnb works. Before you decided to change OTAs check your area and see what the most popular OTA is, so your bookings aren't negatively affected.


 You're kind of an ABNB apologist, or so it sounds......?

I actually did think of just copying and pasting for both threads since they were right next to each other. No, it's adding value and since most people just come to just this forum for info, I try to bring some fresh ideas from other mediums I learn from. A while back I was listening to a guy tell his Airbnb nightmare story with a guest, and he gave some key points for what to do and why Airbnb does the things they do. He also had to call 4+ times to get results and since he knew Airbnb records every phone call, he could politely insist that the person helping him relisten to those calls. Also, he knew it's an absolute no no to take communicate off the platform and unto email or texting. Automatically Airbnb sides with the guest because the host has no proof of what was said. He did win his case and was refunded the money Airbnb took and gave back to the guest. I found his story very informative and thought maybe someone on here can use the info. It really is all about what you know!

[email protected]330-557-3021
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  • Rudy Schmidt
    Member since 2021 · 14 posts · 5 votes
    3y

    I had a very similar experience with some spring breakers.  Got numerous noise reports, and left the place a mess.  They gave me a 3 star review because the Wi-Fi went out, which they never mentioned during the stay, a quick reset would have fixed the issue.  Anyway, I finally got the guest to agree and call the platform to have it removed.  That is the only way, unless you can convivence the platform there was a violation of policy.  I would call again and argue, you might get a different representative who sees your point of view.

    1Reply
  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    3y

    Is no smoking one of your rules and do you have proof they smoked in the cabin? If a guest breaks a house rule Airbnb is more likely to remove the review. Unfortunately, a case like this is bound to happen once or twice to every listing. As hosts we have to get smarter than the system by learning how Airbnb works. Before you decided to change OTAs check your area and see what the most popular OTA is, so your bookings aren't negatively affected.

    [email protected]330-557-3021
    0Reply
  • Wilson Vanhook
    Rental Property Investor · Oklahoma City · Member since 2021 · 108 posts · 103 votes
    3y

    Don’t call Airbnb support. Send them the request for review removal through a chat message. When you call, the agent always “takes notes” and I swear they never write down the proper wording to get it removed once they escalate the case.


    So send Airbnb support a message. State that you would like the review removed. State that they broke your house rules by smoking weed, and that per Airbnb guidelines the review should be removed. It may or may not get taken down.

    If it doesn’t get taken down, try the same thing a few weeks later and keep trying. Eventually the right person will get on the case and remove the review. I had one recently taken down on my 4th attempt. In the future, always try to find a way they broke your house rules and state it in your initial message.

    1Reply
  • Eliott Elias
    Investor · Austin, TX · Member since 2021 · 9k+ posts · 5k+ votes
    3y

    You can get airbnb to remove it, if the reason is good enough. 

    0Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    3y
    Quote from @Sarah Kensinger:

    Is no smoking one of your rules and do you have proof they smoked in the cabin? If a guest breaks a house rule Airbnb is more likely to remove the review. Unfortunately, a case like this is bound to happen once or twice to every listing. As hosts we have to get smarter than the system by learning how Airbnb works. Before you decided to change OTAs check your area and see what the most popular OTA is, so your bookings aren't negatively affected.


     You're kind of an ABNB apologist, or so it sounds......?

    0Reply
  • Leslie Anne Morris
    Real Estate Agent · Smoky Mountains, TN · Member since 2022 · 1k+ posts · 984 votes
    3y

    I have!  It was a tricky weird one where the guest who booked wasn't the guest who stayed.  It is very tough to get one removed, your best bet is to type a public response.

    0Reply
  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    3y
    Quote from @Bruce Woodruff:
    Quote from @Sarah Kensinger:

    Is no smoking one of your rules and do you have proof they smoked in the cabin? If a guest breaks a house rule Airbnb is more likely to remove the review. Unfortunately, a case like this is bound to happen once or twice to every listing. As hosts we have to get smarter than the system by learning how Airbnb works. Before you decided to change OTAs check your area and see what the most popular OTA is, so your bookings aren't negatively affected.


     You're kind of an ABNB apologist, or so it sounds......?

    I actually did think of just copying and pasting for both threads since they were right next to each other. No, it's adding value and since most people just come to just this forum for info, I try to bring some fresh ideas from other mediums I learn from. A while back I was listening to a guy tell his Airbnb nightmare story with a guest, and he gave some key points for what to do and why Airbnb does the things they do. He also had to call 4+ times to get results and since he knew Airbnb records every phone call, he could politely insist that the person helping him relisten to those calls. Also, he knew it's an absolute no no to take communicate off the platform and unto email or texting. Automatically Airbnb sides with the guest because the host has no proof of what was said. He did win his case and was refunded the money Airbnb took and gave back to the guest. I found his story very informative and thought maybe someone on here can use the info. It really is all about what you know!

    [email protected]330-557-3021
    1Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    3y

    Yes we are getting about 1 or 2 in 5 or so removed.  They have to have broken the "rules".  If they have do not stop at the first no from Abnb customer service.  Open 2 or 3 cases.  The odds are against you but it is possible.

    [email protected]813-563-0877
    Vacation Rentals of Florida53 Reviews
    WebsiteView Page
    1Reply
  • Brooklyn McCarty
    Investor · Member since 2022 · 1k+ posts · 754 votes
    3y

    You're only 13 guests in, don't give up on Airbnb yet. They are THE OTA right now. Why wouldn't you put your property on the biggest marketing platform you can? VRBO can have it's bad days too. 

    You most likely can't the review removed because it's subjective. Did you know the guest smoked weed prior to them leaving the review? Did you approach them about it? Do you have documentation? 

    I would keep trying to get ahold of a new Airbnb rep and get it removed, if you can't though you can either keep moving forward or delist and relist. 

    0Reply
  • Dan H.Pro Member
    Investor · Poway, CA · Member since 2015 · 7k+ posts · 8k+ votes
    3y

    We had a new STR and the very first rating was scathing. It had a multitude of complaints many of which were items listed in the listing. We failed to get the review removed so we removed the unit from VRBO, addressed the issues that were addressable (which really was only one of the issues), placed a comment on the feedback about steps taken to address the issues, and brought the unit back up on VRBO. It is real tough when the first rating is scathing. The same unit on AirBnB has a good rating.

    Guest can always find something to complain about.  if there are a lot of positive reviews, the few negative reviews reflect more on the reviewer than the host/unit.  Unfortunately this is not the case when the first review is scathing.  The scathing review has affected the VRBO bookings and virtually all bookings of that unit have been via AirBnB.  

    Good luck getting the review removed, but if you fail to get the poor review removed make sure you provide a response that indicates how you have addressed their complaints.

    Good luck.

    0Reply
  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    3y

    Luckily we haven't had anything under 5 stars on either VRBO or AirBNB, but we do vet each and every guest. No instant booking.

    0Reply
  • Scott K.
    Member since 2020 · 223 posts · 233 votes
    3y
    Quote from @Sarah Kensinger:
    Quote from @Bruce Woodruff:
    Quote from @Sarah Kensinger:

    Is no smoking one of your rules and do you have proof they smoked in the cabin? If a guest breaks a house rule Airbnb is more likely to remove the review. Unfortunately, a case like this is bound to happen once or twice to every listing. As hosts we have to get smarter than the system by learning how Airbnb works. Before you decided to change OTAs check your area and see what the most popular OTA is, so your bookings aren't negatively affected.


     You're kind of an ABNB apologist, or so it sounds......?

    I actually did think of just copying and pasting for both threads since they were right next to each other. No, it's adding value and since most people just come to just this forum for info, I try to bring some fresh ideas from other mediums I learn from. A while back I was listening to a guy tell his Airbnb nightmare story with a guest, and he gave some key points for what to do and why Airbnb does the things they do. He also had to call 4+ times to get results and since he knew Airbnb records every phone call, he could politely insist that the person helping him relisten to those calls. Also, he knew it's an absolute no no to take communicate off the platform and unto email or texting. Automatically Airbnb sides with the guest because the host has no proof of what was said. He did win his case and was refunded the money Airbnb took and gave back to the guest. I found his story very informative and thought maybe someone on here can use the info. It really is all about what you know!


     That is very incorrect. You can use any text messages as evidence when getting reviews removed. I've done it a few times when guests try to extort me. Just take a screenshot and send it. 

    0Reply
  • Brian Barch
    Member since 2022 · 272 posts · 253 votes
    3y

    Yes, but you need to objectively take the angle that they broke a rule (smoking), not that they left an unreasonable review

    0Reply
  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    3y
    Quote from @Scott K.:
    Quote from @Sarah Kensinger:
    Quote from @Bruce Woodruff:
    Quote from @Sarah Kensinger:

    Is no smoking one of your rules and do you have proof they smoked in the cabin? If a guest breaks a house rule Airbnb is more likely to remove the review. Unfortunately, a case like this is bound to happen once or twice to every listing. As hosts we have to get smarter than the system by learning how Airbnb works. Before you decided to change OTAs check your area and see what the most popular OTA is, so your bookings aren't negatively affected.


     You're kind of an ABNB apologist, or so it sounds......?

    I actually did think of just copying and pasting for both threads since they were right next to each other. No, it's adding value and since most people just come to just this forum for info, I try to bring some fresh ideas from other mediums I learn from. A while back I was listening to a guy tell his Airbnb nightmare story with a guest, and he gave some key points for what to do and why Airbnb does the things they do. He also had to call 4+ times to get results and since he knew Airbnb records every phone call, he could politely insist that the person helping him relisten to those calls. Also, he knew it's an absolute no no to take communicate off the platform and unto email or texting. Automatically Airbnb sides with the guest because the host has no proof of what was said. He did win his case and was refunded the money Airbnb took and gave back to the guest. I found his story very informative and thought maybe someone on here can use the info. It really is all about what you know!


     That is very incorrect. You can use any text messages as evidence when getting reviews removed. I've done it a few times when guests try to extort me. Just take a screenshot and send it. 

    That's nice to know but it's something we don't want to risk. I've heard enough people say that OTAs don't trust forms of communication that are not from their platform.

    [email protected]330-557-3021
    0Reply
  • Brandon Gale
    OP
    Rental Property Investor · Worcester, MA · Member since 2018 · 131 posts · 135 votes
    3y
    Quote from @Michael Baum:

    Luckily we haven't had anything under 5 stars on either VRBO or AirBNB, but we do vet each and every guest. No instant booking.


     This definitely plays a factor. I have been debating taking our listing off Instant Book but its tough to do starting out since there's so much competition in this market and having instant book on boosts your search rankings.

    0Reply
  • Michelle BatemanPro Member
    Realtor · Kansas City, MO · Member since 2019 · 108 posts · 52 votes
    3y

    I would call again and speak to someone else and/or have the issue escalated. Do you have proof? You should submit that as well and escalate further. 

    [email protected]
    0Reply
  • Michelle BatemanPro Member
    Realtor · Kansas City, MO · Member since 2019 · 108 posts · 52 votes
    3y
    Quote from @Michael Baum:

    Luckily we haven't had anything under 5 stars on either VRBO or AirBNB, but we do vet each and every guest. No instant booking.


     wow - that's impressive!

    [email protected]
    0Reply
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