Something we're dreading: bad reviews

Reviews are public records. Hosts are scared to get striked by a bad review. Also, Airbnb's mechanism might decrease a listing relevance based on low-scored reviews. Wondering how to handle a bad Airbnb review? Read on.

“Stop letting loser guests hold your property and integrity hostage over a f**king review! Cancel them, kick them out, or stop hosting!”
- Adam Johnson, member of Airbnb Automated Facebook group

Instead of being held hostage over bad review threats, focus your energy on good guests. Follow Adam's advice and don't let threats get to you.

Demanding Airbnb to remove bad reviews

A simple guide to guide you on how to effectively ask for a review to be removed.

According to the Airbnb's Review Policy, "You are not allowed to incentivize positive reviews, to use the threat of a negative review to manipulate a desired outcome, or to influence another’s review with the promise of compensation". Follow the following steps to maximize your chances to have a bad review removed.

1. Try to not comunicate with guests outside Airbnb's platform.

Moderators have full access to Airbnb's message system. Centralizing all communications on Airbnb's platform will facilitate the review process.

2. Shift important verbal matters to written communication.

Real life happens and we're just not able to keep all communication on Airbnb's platform. Just don't deal with sensitive and critical matters over the phone. Phone calls are not evidence.

3. Document everything you can (with quality data)

Make a timeline of the facts, attach screenshots and point to specific messages where you feel like you were threatened.

4. Take [good] pictures

You can also attach pictures to the review removal request. Keep in mind the reviewer didn't go to your place, your pictures must contextualize with enought components to build a case. Also, don't be lazy, take good pictures (no makeup, though).

5. Use the following template

Dear Airbnb reviewer,

I recently had a guest who used his reviewing powers to manipulate a desired outcome.
The guest review is biased, and I would like to dispute it.

According to the Airbnb's Review Policy (https://www.airbnb.ca/help/article/2673/airbnbs-review-policy).
Topic 2, paragraph 2 attests that:
  " Guests are not allowed to incentivize positive reviews,
    to use the threat of a negative review to manipulate a desired outcome,
    or to influence another’s review with the promise of compensation. "

[ELABORATE]

I am also attaching some proofs and, according to the Review Policy, I demand the refered review to be removed.

Reservation code: [RESERVATION CODE]
Guest name      : [GUEST NAME]
Check-in date   : [CHECK-IN DATE]
Checkout date   : [CHECKOUT DATE]

Thank you,
[YOUR NAME]

How hosts are improving their listings

From generating custom access codes, to auto-scheduled cleaning and inspection. Carebnb is a cutting-edge system, that will bring you to the next level of Airbnb management. Check it out: