How to Get Airbnb to Remove a Review

Receiving a negative review on Airbnb can feel disheartening, especially if it seems unfair or inaccurate. While Airbnb encourages transparency and honesty in its review system, there are cases where a review may not comply with their guidelines and can be removed. In this blog, we'll walk you through how to get Airbnb to remove a review and ensure your property’s reputation stays intact.

1. Understand Airbnb's Review Policy

Before you request the removal of a review, it’s essential to familiarise yourself with Airbnb’s review policy. Reviews are only removed if they violate Airbnb’s Content Policy. This policy prohibits:

• Reviews that contain discriminatory or offensive language.

• Reviews that are irrelevant or don’t relate to the experience (e.g., complaints about something beyond your control like the weather).

• Reviews that promote competitors or include direct threats.

• Reviews that are factually inaccurate or contain false information.

If a review breaches any of these guidelines, you stand a good chance of getting it removed.

2. Flag the Review

Once you’ve identified that a review violates Airbnb’s guidelines, your next step is to flag it. To do this:

• Go to the Reviews section of your Airbnb account.

• Find the specific review and click the Flag icon.

• Follow the prompts to submit your request, ensuring you clearly explain how the review violates Airbnb’s content policy.

Airbnb’s support team will assess your case and decide whether the review should be removed.

3. Contact Airbnb Support

If flagging the review doesn’t result in its removal, the next step is to contact Airbnb customer support directly. You can do this via the Help Centre on the Airbnb website or app. Make sure you provide all relevant information, including screenshots of the review and any supporting evidence, such as messages between you and the guest that contradict the review.

When contacting Airbnb support, keep your tone professional and focus on how the review violates Airbnb’s guidelines rather than expressing frustration about receiving a negative review. Airbnb is more likely to remove the review if you can show that it breaks their rules, rather than simply being unfavourable.

4. Respond to the Review Publicly

If Airbnb refuses to remove the review, you still have the option to respond publicly. This gives you a chance to provide context to future guests. Be tactful in your response, sticking to the facts, and avoid sounding defensive. Use this as an opportunity to demonstrate your professionalism and commitment to guest satisfaction.

For example, if a guest complains about something that was beyond your control, such as construction noise, you could respond by expressing regret for the inconvenience while highlighting that you had no prior knowledge of the disruption. This shows prospective guests that you’re attentive and responsive to issues.

5. Maintain a High Standard

While negative reviews can occasionally slip through, maintaining consistently high standards for cleanliness, communication, and guest satisfaction will ensure that positive reviews outweigh any occasional bad ones. Encourage guests to leave feedback and ensure their experience is as seamless as possible.

Let Us Help You Protect Your Reputation

Managing reviews and maintaining a positive profile on Airbnb can be challenging. At Airhost Agency, we specialise in helping hosts like you succeed on Airbnb and other short-term rental platforms. Whether it’s managing reviews, optimising your listings, or handling guest communications, we’re here to support you.

Get in touch with us today to see how we can help enhance your hosting experience!

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