Table of Contents

How to Remove a Review on Airbnb: A Host & Guest Masterclass

So, you’re looking to scrub a review from Airbnb, eh? Whether you’re a host smarting from a less-than-stellar write-up or a guest regretting a hasty thumbs-down, you’ve come to the right place. The direct answer is: you can’t simply “remove” a review on Airbnb. However, you can dispute it if it violates Airbnb’s review policies, and you can influence its visibility. Let’s dive into the nuances.

Understanding Airbnb’s Review System

Before we get into the removal process (or rather, the dispute process), let’s understand how Airbnb’s review system is designed. It’s built on a foundation of transparency and authenticity. This means Airbnb generally errs on the side of allowing reviews to stand, even if they’re critical. The goal is to provide potential guests and hosts with an honest representation of past experiences.

The Dual Review System

Airbnb employs a two-way review system, where both hosts and guests can review each other after a stay. This promotes accountability on both sides. Reviews must be submitted within 14 days of checkout. After that, the opportunity to leave a review expires. This timeframe creates a sense of urgency and encourages timely feedback.

The “Blind” Review Period

A crucial element is the blind review period. Neither party can see the other’s review until both have submitted their feedback, or the 14-day window has closed. This is designed to encourage honest, unbiased opinions without fear of retaliation.

Disputing a Review: When Can You Actually Do It?

While you can’t just delete a review you dislike, you can dispute it if it violates Airbnb’s content policy. This is your primary avenue for recourse. So, what constitutes a violation? Airbnb’s content policy is pretty strict, focusing on maintaining a civil and respectful environment.

Violations of Airbnb’s Review Policy

Here are the key instances where a review might be removed:

Irrelevant or Biased: The review is overwhelmingly about something other than the stay itself, such as the reviewer’s political opinions or unrelated personal grievances. If the review reflects a biased perspective, which doesn’t stem from the reviewer’s actual experience, you may have grounds for contesting it.
Violates the Content Policy: This includes hate speech, discriminatory language, threats, harassment, or anything that violates Airbnb’s Nondiscrimination Policy. Any form of abusive language, personal attacks, or promotion of illegal activities are grounds for removal.
Personal Information: The review contains someone’s personal information, such as their full name, address, phone number, or email address. This is a serious breach of privacy and a clear violation.
Inaccurate Factual Information: While opinions are generally protected, demonstrably false factual statements that significantly misrepresent the experience might be grounds for dispute. For example, if a guest claims the property had no running water when it clearly did, this could be challenged.

Important Note: Simply disagreeing with the reviewer’s opinion is not grounds for removal. They are entitled to their perspective, even if it’s negative.

How to Dispute a Review

If you believe a review violates Airbnb’s policies, here’s how to initiate the dispute process:

Log in to your Airbnb account.
Navigate to the “Reviews” section. You can typically find this under your profile.
Locate the review in question.
Click on the “Flag” icon or a similarly worded option (e.g., “Report this review”).
Select the reason why you believe the review violates Airbnb’s policy. Choose the option that best fits the situation.
Provide a detailed explanation of why the review should be removed. Be specific and cite the relevant Airbnb policy sections if possible. The more detail you provide, the better your chances of a successful outcome.
Submit the report.

What Happens After You Report a Review?

Airbnb will investigate your claim. This process can take anywhere from a few days to a week (or longer, depending on the complexity of the case). Airbnb will likely contact both you and the reviewer to gather more information. Be prepared to provide evidence to support your claim.

Airbnb’s decision is final. If they determine that the review violates their policy, they will remove it. However, if they find that the review is within their guidelines, it will remain published.

Influencing Review Visibility: Mitigation Strategies

Even if you can’t remove a negative review, you can still mitigate its impact. Here’s how:

Writing a Professional and Thoughtful Response

This is arguably the most important step. A well-crafted response can demonstrate your professionalism and show potential guests that you care about their experience.

Acknowledge the reviewer’s concerns: Start by acknowledging their feedback, even if you disagree with it.
Apologize (if appropriate): If there was a genuine issue, offer a sincere apology.
Explain your perspective: Explain your side of the story calmly and rationally, without getting defensive.
Highlight positive aspects: Remind potential guests of the positive aspects of your listing or your hospitality.
Outline steps taken (if any): If you’ve taken steps to address the reviewer’s concerns, mention them.
Maintain a professional tone: Avoid getting into an argument or using inflammatory language.

Building a Strong Review Profile

The best defense against a negative review is a wealth of positive ones. Focus on providing exceptional experiences to your guests and encouraging them to leave positive reviews.

Provide excellent service: Go above and beyond to meet your guests’ needs.
Offer a clean and comfortable space: Ensure your property is well-maintained and inviting.
Communicate effectively: Respond promptly to inquiries and address concerns.
Remind guests to leave a review: Politely remind guests to leave a review after their stay.

Don’t Panic!

One negative review, while unwelcome, isn’t the end of the world. Most potential guests understand that occasional negative experiences can happen. What matters most is how you respond to them.

Airbnb Review FAQs: Your Burning Questions Answered

Here are 12 frequently asked questions to further clarify the nuances of Airbnb reviews:

1. Can a host remove a review written by a guest?

No, a host cannot directly remove a review. The process is the same as a guest removing it. You must dispute it with Airbnb if you believe it violates their content policy.

2. Can a guest remove or edit their own review?

Yes, guests (and hosts) can edit their own review within 48 hours of submitting it. After that window closes, the review is locked. To edit, go to your Reviews page, find the review, and click “Edit.”

3. What if the guest reviewing me never actually stayed at my property?

This is a clear violation of Airbnb’s review policy. If you can prove that the reviewer never stayed at your property, you have a strong case for having the review removed. Gather any evidence you can, such as booking records or communication logs.

4. What happens if both the host and guest report the same review?

Airbnb will investigate both reports independently. They will consider the arguments and evidence presented by both parties before making a decision.

5. Does Airbnb favor hosts or guests when deciding on review disputes?

Airbnb claims to be neutral and aims to apply its policies fairly. However, some hosts and guests may feel that Airbnb leans one way or the other. The key is to present a clear and compelling case based on Airbnb’s stated policies.

6. Can I offer a guest a discount or refund in exchange for them removing or changing their review?

No! This is strictly prohibited by Airbnb and can result in serious penalties, including account suspension or permanent banishment from the platform. Offering incentives to manipulate reviews is considered unethical and undermines the integrity of the system.

7. What if a guest threatens to leave a bad review unless I give them a discount?

This is considered review blackmail and is a violation of Airbnb’s policies. Report the guest to Airbnb immediately and provide evidence of the threat (e.g., screenshots of messages).

8. How long does it take for Airbnb to respond to a review dispute?

It varies, but typically you can expect a response within 3-7 days. More complex cases may take longer.

9. If my dispute is rejected, can I appeal the decision?

Airbnb’s decision is generally considered final. However, if you have new evidence or believe that Airbnb overlooked something crucial, you can try contacting them again to request a re-evaluation. However, there’s no guarantee they will reconsider.

10. Can I see who reported my review to Airbnb?

No, Airbnb does not disclose the identity of the person who reported a review. This is to protect their privacy and prevent retaliation.

11. How do I get more positive reviews on Airbnb?

The best way to get more positive reviews is to consistently provide excellent experiences for your guests. Be responsive, attentive, and proactive in addressing their needs. Also, don’t be afraid to politely remind guests to leave a review after their stay.

12. Are there any third-party services that can help me remove negative Airbnb reviews?

Be very cautious of any third-party service that claims to be able to remove negative reviews. Many of these services are scams, and attempting to manipulate reviews in this way can violate Airbnb’s terms of service and lead to penalties. Focus on improving your service and responding professionally to negative feedback.

Ultimately, managing your Airbnb reputation requires a proactive and professional approach. While removing a review is difficult, understanding the process and focusing on building a strong positive profile is key to success. Good luck!