The Art of Making Negative Reviews Disappear

The Insider’s Guide to Getting Airbnb to Take Down Unfair Reviews

Author

Dom Trovato
December 17, 2024

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

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

The catch? Most hosts have no clue what those policies are. That’s where you can either struggle… or win.

Let’s break down a real-world example:

Then the host shared the exact review the guest left:

Review Analysis:

The guest accuses the host of handling the situation in a "petty" way, references misunderstandings, and suggests dissatisfaction with how policy violations were addressed.

Step 1: Policy Violation Assessment

After cross-referencing the review with Airbnb's policies, here are potential violations:

  1. Authenticity of the Review:

    • Reviews must reflect actual experiences without being retaliatory. If the guest is using the review to punish the host for enforcing a no-pet policy, this could fall under the clause prohibiting reviews used to retaliate against a host for enforcing policies​​.

  2. Fairness:

    • The guest accuses the host of pettiness and implies improper handling of issues, which might not fully align with factual representations. Misrepresentation of events to harm a host's reputation could violate Airbnb's Community Standards regarding fairness and authenticity​​.

  3. Irrelevant or Misleading Information:

    • Portions of the guest’s review (such as calling the enforcement of your no-pet policy "petty") might not provide relevant booking or hosting insights but instead serve to disparage, potentially violating Airbnb’s Review Policy​.

Step 2: Action Plan for Removal

Here’s an exact script for contacting Airbnb customer support that would get this review removed:

Opening Statement:

"Hello, my name is [Your Name], and I am a host on Airbnb. I’m contacting you regarding a review on my listing from a recent guest, [Guest name]. I believe this review violates Airbnb's Review Policy and Community Standards."

Reason for Removal Request:

  • "The guest’s review includes statements that are misleading and retaliatory. Specifically:

    • The review characterizes my actions, which adhered to Airbnb’s platform rules and my house policy, as ‘petty.’ This seems intended to harm my listing's reputation, violating the Reviews Policy's requirement that reviews be unbiased and relevant to the experience.

    • The review contains an inaccurate portrayal of events. For example, the guest suggests I threatened a pet fee to coerce them into leaving, which is untrue and misrepresents my actions.

  • Based on these factors, I respectfully request this review be removed as it violates the Review Policy on unbiased and relevant content, as well as Community Standards regarding fairness."

Supporting Documentation:

"I have documentation and video evidence supporting my account of the situation and am happy to provide it."

Closing:

"Thank you for your time and assistance in maintaining the integrity of reviews on the Airbnb platform."

Step 3: Crafting a Public Response

If Airbnb refuses to remove the review, then craft a professional, empathetic response to publicly address the review while reassuring future guests.

Here are two examples:

Response Option 1: Focus on Facts and Reassurance

"Hi (Guest Name), thank you for your feedback. We’re sorry to hear that aspects of your stay didn’t meet your expectations. Our no-pet policy is in place for the safety and comfort of all guests, and we appreciated your cooperation in ensuring it was upheld. We strive to communicate and resolve issues fairly and transparently, and we regret if there were any misunderstandings during your stay. Your work in disaster relief is admirable, and we wish you all the best in your future endeavors."

Response Option 2: Professional and Policy-Focused

"Hi (Guest name) we appreciate you taking the time to share your thoughts. As hosts, we aim to provide a safe, clean, and comfortable environment for all guests, which is why our no-pet policy is clearly stated. While we understand unexpected situations can arise, we remain committed to upholding our policies in the best interest of all our guests. We value your feedback and will use it to refine our communication processes in the future. Thank you again, and best of luck with your continued efforts in disaster relief."

By understanding Airbnb’s policies, you’re not just playing the game - you’re mastering it. 

The key takeaway? Don’t sit back and let unfair reviews mess with your business. Be proactive. Be strategic. And most importantly, be relentless in protecting your reputation.

Now it’s your turn: take what you’ve learned and apply it to your next hosting challenge. And when you nail it (because you will), come back and share the story.

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