It is almost impossible to remove the negative review from Airbnb. I was able to dispute some refunds from guests but reviews always remain. I left minimum set of amenities on the listing however I provide them, ex if there is an elevator in the building would remove it from the listing so guests would not be able to complain and get refunded in case it is out of service. Same for coffee maker, toaster, iron etc - they are not listed on the airbnb listing. I mention these items are present on the listing description though. I don't mind answering inquiries from guests as long as broken toaster does not lead to a 20% stay refund. I once had an airbnb guest for 2 nights who never showed up at my airbnb, I asked them if they experince any issues but this was left without reply. I could see they never picked up the keys, afterwords they left a negative review that they were unable to checkin. Airbnb support did not help out as I received my payout but the review is still online.
I currently host an Airbnb and have received lower reviews based on factors like the location and stairs in the property. Both are clearly disclosed in the property description, so it's frustrating to be downgraded for details guests are informed of upfront. In one instance, I refunded a guest to avoid a negative review—even though the listing explicitly notes the stairs. In another, I received a lower rating solely due to the location. These reviews are extremely difficult to remove, as hosts must submit a formal request proving the feedback violates Airbnb's content policy. Even then, the decision process is highly subjective. (airbnb.com/h/modernmtntownhome)
Absolutely, this is a constant battle. We had a guest at one of our Gulf Coast properties give us 3 stars because the public beach access was more crowded than they liked. Because we can't control public spaces, and Airbnb wouldn't remove the review, we've learned our best defense is proactive communication. I now send a welcome message with a list of several beach access points, including lesser-known local favorites, to help manage expectations and provide a better experience from the start.
As an Airbnb host for several properties in Augusta, I've experienced the frustration of unfair reviews firsthand. Recently, a guest gave my rental a 2-star rating because it lacked a fire pit, despite this amenity never being listed or photographed. I provided Airbnb with screenshots of my listing, yet they refused to remove it, citing their 'authentic feedback' policy. This single review temporarily impacted my booking rates by about 15%. I've since created detailed pre-booking messages highlighting exactly what amenities are included, which has reduced misunderstandings but doesn't solve the fundamental issue of Airbnb's inflexible review removal policy.
I've faced this exact challenge with my beachfront property in Myrtle Beach. Last summer, a guest left a scathing 3-star review complaining about the lack of an in-ground pool--something clearly not pictured or mentioned in my listing. Despite providing screenshots proving the amenity was never advertised, Airbnb refused to remove it, citing their 'honest feedback' policy. This single review dropped my Superhost status temporarily and cost me an estimated $3,200 in bookings over two months. Airbnb's review system desperately needs context-based evaluation rather than blanket policies that penalize hosts for guests' unreasonable expectations.
Yeah, I'm an active Airbnb host running Detroit Furnished Rentals with multiple loft properties downtown. Been doing this for eight years now, and I've absolutely hit this wall with Airbnb's review system. Had a guest slam us with a low rating because our loft didn't have an elevator--in a historic building where we clearly state "Unsuitable for elderly or infirm" and "Wheelchair inaccessible" right in the house rules. Airbnb wouldn't touch it. Their response was essentially that the guest's "perception of accessibility" was valid even though we documented everything upfront. What actually moved the needle for us was pivoting hard into direct bookings through our own site and platforms like Furnished Finder where we target corporate clients and nurses. These guests actually read listings carefully because they're staying longer term. Our repeat booking rate jumped to around 40% because we're not dealing with the random weekend traveler who didn't bother reading the listing. The harsh reality is Airbnb won't protect you even with screenshots and receipts. I started requiring all guests to acknowledge our property features via message before check-in--it's tedious but it's saved us twice when disputing charges and complaints about our wood beam ceilings being "too rustic" or our vintage arcade games being "too loud."
I've been fighting an uphill battle with Airbnb after a guest left a one-star review because my Augusta National property didn't have a golf simulator--something never mentioned or pictured in my listing. Despite providing clear evidence and multiple appeals, Airbnb stood firm behind their review policy. What's particularly frustrating is watching my Superhost metrics suffer for something completely outside my control. I've started addressing these potential misunderstandings proactively by creating a 'What Not To Expect' section in my listings, which has helped somewhat, but Airbnb's rigid stance on reviews continues to be a significant pain point for hosts like me.
From a risk management perspective, I treat guest expectations as a critical variable in my properties. I once received a 3-star review on a newly renovated property because the guest was unhappy with the water pressure, despite it being standard for the area and fully functional. I now include a note in my house manual that sets expectations for utilities in our historic Dayton homes, a small process change that has prevented similar issues from impacting my investments.
I'm not currently an active Airbnb host--my focus is buying and selling houses in Vegas--but I've worked with several investor clients who run short-term rentals and face this exact problem. One investor I know got dinged with a low review because a guest expected a hot tub that was never advertised, and Airbnb wouldn't budge on removal despite clear proof. From what I've seen helping these clients, the platform's review policies heavily favor guest perception over factual accuracy, which creates real financial consequences for hosts who've done nothing wrong.
While I don't personally host Airbnb properties, through Kitsap Home Pro I've helped countless investors navigate exactly these review challenges. One client had a guest dock stars because their urban loft lacked a backyard grill - clearly never listed - and we overcame it by crafting bulletproof pre-arrival messaging that sets crystal-clear expectations upfront. I now coach hosts to embed disclaimers like 'No pool, hot tub, or fireplace on premises' directly in booking confirmations as a first defense.