GuestReview Genius: Why Airbnb Hosts Should Never Communicate Off the App

Guests pulling shady review threats? Here's how to shut it down fast.

Author

Dom Trovato
December 20, 2024

Picture this: You’re doing all the right things. Checking in. Sending those friendly “just making sure everything’s great!” messages. Silence.

Then checkout hits, and boom - your guest transforms into a keyboard warrior. Complaints out of nowhere. Demands for a discount. And the cherry on top? They “hint” at leaving a negative review if you don’t pay up.

Yeah, no thanks.

Here’s the good news: If you kept all communication on the Airbnb app, you’ve got the upper hand. Why? Because extortion like this breaks Airbnb’s rules. And when they break the rules, you win. That bad review? Poof. Gone.

Let’s break down a real-world example:

Situation Analysis:

This host’s story is a classic:

  • Guest doesn't respond to every attempt at communication during their stay.

  • Post-checkout, they whip out a laundry list of complaints.

  • Then comes the kicker: “Give me a discount, or I’ll leave a bad review.”

It’s a textbook shakedown. But hosts like you? Too smart to fall for it.

Policy Violation Assessment:

Here are 3 of Airbnb’s policies the guest violated in this situation:

  1. Reviews Policy: Guests may not "coerce, intimidate, extort, threaten, incentivize, or manipulate another person in an attempt to influence a review"​

  2. Community Standards - Fairness: Extortion, such as "threatening anyone with bad ratings or any other penalty or harm to obtain compensation or other benefits," is explicitly prohibited​

  3. Content Policy: Reviews and messages that include threats, coercion, or harassment violate Airbnb's Content Policy​

How to Flip the Script:

Step 1: Document Everything
Screenshot every message, especially where the guest mentions their issues or connects a discount to the review. Don’t agree to anything in writing—stay professional and neutral.

Step 2: Involve Airbnb
Contact Airbnb's support team and explain the situation, highlighting the guest's unresponsiveness during the stay and the post-stay attempt to secure a discount under the threat of a negative review.

Here’s your script to make it easy:

“Hello, I’d like to report a potential violation of Airbnb’s Reviews Policy and Community Standards. A guest was unresponsive during their stay despite my repeated attempts to ensure everything was satisfactory. After their stay, they listed several complaints and demanded a discount while implying they might leave a negative review if I didn’t comply. This feels coercive and is causing me concern. I believe this violates Airbnb’s guidelines against extortion, specifically the clause prohibiting using reviews to obtain compensation. Could you please assist in investigating and ensuring the integrity of the review process? Thank you.”

Airbnb loves when you hand them a clean case. Do the work upfront, and they’ll handle the rest.

3. Cover Your Bases.
If the guest does leave a review before Airbnb steps in, respond constructively. Be factual, address the concerns briefly, and maintain your professionalism. Then, repeat Step 2 and flag the review with Airbnb for policy violations.

Pro Tips to Stay Bulletproof

  • No App, No Help: Always keep communications on Airbnb. That random text or call? Useless when things go south.

  • Be Proactive: Set expectations early with a friendly, preemptive message letting guests know you’re here to help if anything’s not perfect during their stay.

  • Stay Calm: Threats can feel personal, but this is business. Airbnb’s policies are built to protect you in this case.

Play the Game, Don’t Get Played.

Guests who play dirty don’t stand a chance if you stick to the system. Keep your cool, keep it on the app, and let Airbnb’s policies do the heavy lifting.

P.S. Got a sticky guest situation? Reply to this email, and I’ll cover it in a future newsletter

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