Review removal is granted based on guest review violating Airbnb policies. There must be evidence of this for the request to be removed.
- Review Refute Needs: Reservation details (reservation number / guest name), Airbnb Listing ID, Review, Reasoning for Refute. Then follow the steps below to initiate an Airbnb support case:
- Login to the Airbnb host dashboard.
- Select the host profile image for dropdown, then select Help Center.
- Source the ‘Need to get in touch?’ section. Select Contact us.
- This will open a new tab with Airbnb support. You will need to provide Airbnb listing ID, Airbnb reservation number, guest name, and the request for host review removal. Further documentation (ie. Guest communications of extortion and threatening behavior, among other details that violate Airbnb’s policies) - may be required for Airbnb support consideration.
- Copy the URL link to the support case window and retain this for further review. An Airbnb support agent will respond within 24 hours of the initiated case.
- Track the request to refute and follow up with the Airbnb representative for any additional documentation required. If Airbnb determines that the review violates compliance policies, it will be promptly removed by the support team. Alternatively, if the review is deemed compliant, it will remain published. In such cases, it is recommended that hosts respond to the review. This response can help future guests understand the actions the host has taken to address any concerns raised.
- In the event Airbnb support negates your request and you have been notified that your market has received a direct POC with an Airbnb rep, please first escalate the matter of concern to them. If you have not been advised of an assigned direct POC, please create a property update support case and the OTA team will further escalate to our Airbnb enterprise representative.