Negative reviews on Airbnb can be a major headache for hosts. While reviews are essential for maintaining trust between guests and hosts, an unfair or damaging review can affect your reputation and business. In this article, we’ll guide you through how to remove negative reviews on Airbnb, offering you practical steps and tips. Whether you're a new host or an experienced one, knowing how to dispute a review effectively can save you from unnecessary trouble and lost revenue.
Why Airbnb Reviews Matter
Reviews are critical on Airbnb. They help potential guests decide whether to book your property. A single bad review can significantly impact your booking rate and even lower your Average Daily Rate (ADR). Since reviews are public, they influence how future guests perceive you, often staying visible for years.
For hosts, this creates a major challenge:
Guests can leave emotional, retaliatory, or unfair reviews.
A negative review can stick around for years, impacting your business.
This is why understanding Airbnb's review policies and how to dispute a review is vital to protecting your business.
Airbnb's Stricter Review Removal Policy
Airbnb has become stricter about review removals due to the rising number of hosts trying to misrepresent situations just to get bad reviews taken down. In the past, some hosts even paid virtual assistants (VAs) to have negative reviews removed for fees between $50 and $100. However, Airbnb caught on and made it harder to remove negative reviews.
While Airbnb still allows review disputes, it’s essential to approach the process like a legal case—structured, clear, and thorough. Let's break down the steps you can follow to increase your chances of success when disputing a review.
How to Dispute a Negative Review: A Step-by-Step Guide
Disputing a negative Airbnb review successfully requires knowing the platform’s policies and making a strong, well-rounded case. Here’s a step-by-step guide to help you through the process:
1. Understand Airbnb’s Review Policies
Before disputing a review, it’s crucial to familiarize yourself with Airbnb’s review policies. Airbnb removes reviews only if they violate their terms of service. Here are some key situations where a review might be eligible for removal:
Scenario | Review Removal Possibility |
Guest Cancels Before Arrival | Review is not relevant, can be disputed. |
Guest Breaks House Rules | Review criticizing rules can be challenged. |
Extortion | If a guest threatens a bad review for a refund, it's a policy violation. |
To increase your chances, make sure you can demonstrate that the review violates these policies.
2. Document Everything
Airbnb favors clear, documented evidence. This means you should:
Communicate with guests through Airbnb’s chat system (not phone calls) so you have a documented history.
Save screenshots or photos of any incidents or rule violations.
Keep records of house rule agreements and terms visible to the guest before booking.
3. Analyze the Review Carefully
Like a legal case, you need to break down the review piece by piece. If a review is long, this gives you more opportunities to challenge specific points. Focus on:
Inaccuracies: Does the guest’s description match what actually happened?
Emotions: Was the review written in the heat of the moment or as retaliation for not getting what they wanted (e.g., refunds)?
Relevance: Does the review mention things outside of your control or that were clearly stated in your listing?
If the review is short, like “Great stay,” it can be tougher to dispute. In this case, focus on any inappropriate behavior from the guest or terms of service violations.
4. File a Review Dispute with Multiple Arguments
Don’t rely on a single reason for why the review should be removed. Instead, present multiple arguments to strengthen your case. Here’s how:
Guest Violations: Did the guest break your house rules, like checking out late or causing property damage?
Review Violations: Does the review contain offensive language or violate Airbnb's content policies?
Irrelevance: Is the review irrelevant because the guest never stayed or canceled before arrival?
Pro Tip: List each violation clearly, just like filing a legal motion.
For example:
Guest checked out two hours late.
Guest broke the house rule on no pets.
Guest threatened to leave a bad review unless I refunded them.
5. Submit Your Dispute Through Airbnb’s Support Chat
Always submit your dispute through Airbnb’s chat support rather than phone calls. This way, you have a written record of everything. Airbnb doesn’t provide transcripts of phone calls unless you get a subpoena, so chat is your safest option.
6. Follow Up on Your Dispute
Airbnb’s response to review disputes can take time. Don’t hesitate to follow up with support if you haven’t received a response in a reasonable time frame. Politely remind them of the evidence you’ve submitted and request a status update.
Common Mistakes Hosts Make When Disputing Reviews
Many hosts make avoidable mistakes that weaken their chances of getting a review removed. Here are some of the most common errors and how to avoid them:
Submitting Only One Argument: Only focusing on one reason why the review should be removed won’t work. Always provide multiple arguments.
Not Knowing Airbnb’s Terms: Hosts often don’t thoroughly read Airbnb’s terms of service and miss key details that could help their dispute.
Failing to Document: Without proper documentation (screenshots, chat logs), your case is less likely to succeed.
Getting Emotional: It’s easy to take a negative review personally, but always approach disputes in a calm, factual manner.
Legal Options: Arbitration
If Airbnb refuses to remove a review and you believe you have a strong case, you can escalate matters by pursuing arbitration. This legal process can also be used for reinstating accounts or seeking compensation for damages. However, arbitration can be complex and time-consuming, so it’s typically a last resort. Some hosts have found success here, but it’s important to weigh the costs and benefits.
Final Tips and Hacks
Here are some bonus tips to help you handle Airbnb reviews like a pro:
Use a Legal Mindset: Treat every dispute like a legal case. The stronger and clearer your argument, the better your chances.
Consult ChatGPT for Help: You can even use AI tools like ChatGPT to analyze Airbnb’s terms of service and get suggestions for disputing reviews.
Stay Informed: Airbnb’s policies change frequently, so make it a habit to stay updated. Join host forums or groups to share experiences and learn from others.
Conclusion
Negative reviews can be tough for Airbnb hosts, but with the right approach, many reviews can be successfully disputed. By understanding Airbnb’s terms, documenting all interactions, and presenting a strong case, you can protect your business from unfair reviews. Remember, hosting isn’t just about offering a great stay — it’s also about defending your reputation and ensuring long-term success.
Take control of your reviews, and don’t let a single negative experience affect your entire hosting journey. For hosts wanting to simplify property management and avoid issues like negative reviews, teaming up with a company like UpperKey can provide valuable support and help you manage your business with confidence.
Frequently Asked Questions
Can I remove any negative review on Airbnb?
No, Airbnb only removes reviews that violate their terms of service, such as irrelevant reviews (e.g., guest cancels before arrival), extortion, or house rule violations.
What’s the best way to dispute a review?
Dispute through Airbnb’s chat support with clear documentation. Provide multiple arguments, such as house rule violations or policy breaches, to strengthen your case.
How long does it take for Airbnb to resolve a dispute?
Review disputes can take time. It’s important to follow up with Airbnb support if you haven’t received a response within a reasonable timeframe.
What evidence do I need to dispute a review?
Document everything! Use Airbnb’s chat for communication, save screenshots of incidents, and keep a record of house rules that the guest agreed to.
What if Airbnb refuses to remove a review?
If you have a strong case and Airbnb still refuses, you can escalate the issue through arbitration, though it’s typically a last resort due to the complexity and time involved.