GuestReview Genius: "Mentally Unstable" How to Tackle Personal Attacks in Airbnb Reviews

Personal attacks and false claims? Here’s how to get that review removed

Author

Dom Trovato
January 08, 2025

Here’s the deal: You can’t just snap your fingers and make a bad review disappear because it annoys you. Airbnb doesn’t work like that.

But here’s the secret sauce: if the review breaks Airbnb’s policies—even just a little—they are obligated to remove it.

The catch? Most hosts don’t have a clue what those policies are. That’s where most people lose. But not you—you’re going to win.

Let’s break down this real-world example:

Then, the host shared the exact Guest review:

Step 1: Find the Policy Violation

Think like a lawyer. If one part of the review is shaky, the whole thing crumbles. Here’s the legal buzzwords a lawyer would use to fight this one:

  • Defamation of Character: The guest called your husband "emotionally unstable"? Unless they’re a certified shrink, that’s a personal attack and a clear violation of Airbnb’s policies. Airbnb’s content rules prohibit defamatory, discriminatory, or irrelevant comments.

  • Inaccurate Events: Highlight specific inaccuracies in the review (They claimed the door was "rigged"). Prove them wrong with evidence: photos, repair receipts, anything that paints the real picture.

  • Irrelevant Content: Personal attacks aren’t feedback. They’re drama. Airbnb’s guidelines make it clear: reviews need to be relevant to the meaningful feedback about the property or stay experience. This review violates Airbnb's guidelines.

Here’s the trick: Reference Airbnb’s own policies like a pro. The key ones here: Offensive language, defamatory comments, and irrelevant info.

Step 2: Gather Your Evidence

  1. Document Everything: Photos, videos, timestamps—show exactly what happened (or didn’t).

  2. Contact Airbnb Support: Open a ticket. Push it to the Trust & Safety Team if needed. Stay clear, professional, and factual.

  3. Be Persistent: If the first response is a no, escalate. Supervisors exist for a reason. And don’t forget—you can always appeal.

Step 3: Nail the Request

Here’s a message that will get this review axed:

Subject: Request for Review Removal Due to Policy Violation

Dear Airbnb Support,

I am reaching out to request the removal of a review left by a recent guest that contains defamatory statements and violates Airbnb's Review Policy. The review includes personal accusations and language that go beyond constructive feedback about their stay and are not relevant to the listing or their experience.

Key Points Supporting My Request:

  1. Defamatory Language: The guest’s claim that my husband is "emotionally unstable" is a baseless personal attack. This violates Airbnb’s policy against defamatory remarks.

  2. Inaccurate Statements:

    • The door was not "rigged." It was a simple maintenance issue, easily resolved.

    • We offered alternative accommodations to address their concerns, but they declined.

  3. Irrelevant Content: The review focuses on personal accusations rather than their actual stay—a clear policy breach.

Supporting Evidence:

  • Attached are photos and videos of the property’s condition pre and post-checkout.

  • Screenshots of communication showing professionalism and attempts to resolve issues.

I respectfully ask that this review be removed as it breaches Airbnb’s Review Policy regarding defamatory language, irrelevant content, and accuracy.

Please let me know if any additional information or evidence is required to support my request. I value Airbnb’s commitment to fair and constructive feedback and appreciate your attention to this matter.

Thank you for your time and support.

Best regards,
Your Name / Listing Link / Contact info


*Attach every piece of evidence you can. And if you’re calling or live chatting, keep the same points but make it conversational.

Step 4: If All Else Fails… Respond Like a Pro

Sometimes, Airbnb says no. It happens. When it does, Be persistent. If the initial request is denied, escalate to a supervisor or submit a formal appeal.

If all else fails, your response is your next weapon.

Here’s an example response:

Thank you for your feedback. While we welcome constructive criticism, this review contains personal accusations and claims that are not only untrue but also deeply hurtful.

Regarding your concerns:

  • The door was not “rigged” but may have needed maintenance. Safety is our priority, and the issue was promptly addressed.

  • We offered alternative accommodations to resolve your dissatisfaction.

  • The condition of the property upon your departure was concerning, and we have documented evidence of damage.

We take great pride in maintaining high standards and always strive to provide a welcoming experience. We encourage open communication and appreciate constructive feedback. To our future guests: We remain committed to offering an exceptional stay.

Keys to a Good Response:

  • Stay professional and avoid any personal attacks.

  • Focus on facts and de-escalate the tone.

  • Reassure future guests by showing your professionalism and commitment to high standards.

Key Takeaway

Bad reviews don’t have to ruin your business. If you know the rules, you can play the game better than anyone. Be strategic. Be relentless. Protect your reputation—because no one else will.

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