Hosts and guests both have complaints when it comes to short-term rental review takedowns. For hosts, a single negative review can cost up to hundreds in lost revenue each month.
Yelena Choin’s Airbnb listing near Yosemite National Park was full of five-star reviews — but a review from one unhappy customer stood out.
The longtime short-term rental host said a guest wanted to cancel his stay but learned he wouldn’t get a full refund. So he kept the reservation but never showed up, according to Choin. He then left a one-star review claiming the property had a foul smell.
Choin, a longtime superhost, asked Airbnb to remove the review and shared electronic lock records and timestamped security camera footage as evidence the guest never stepped through the front door. She also shared a review from the next guest, who gave her five stars for cleanliness.
Airbnb twice denied her request, with one case manager saying their hands were tied due to the platform’s strict review removal guidelines, noting the review was still relevant “even if guest did not show up or never checked in [sic].”
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Tags: airbnb, booking, booking.com, short term rental, skift intelligence, vrbo, wanderlust