[Day 2] How to Approach Guest Resolutions and the New Review Removal Process

How to approach guest resolutions and the new review removal process

Derek Jones

The biggest shift hosts need to understand

Airbnb no longer mediates subjective disputes. Review removal now hinges on clear policy violations, not whether a host feels the review is unfair.

This shift requires hosts to think factually, not emotionally.

What actually qualifies for removal

Successful challenges typically involve:

• Retaliation

• Extortion or threats

• Irrelevant or off-platform content

• Violations of review or content policy

Opinions, vague complaints, or unverifiable claims usually do not qualify.

Documentation protects you

All communication should remain on-platform. If a phone call happens, hosts should recap it immediately in the message thread. Timelines, screenshots, and policy citations materially improve outcomes.

Arbitration is a real option — but selective

Arbitration can make sense when there’s significant revenue impact and strong evidence. It’s affordable, but should be used strategically, not emotionally.

The takeaway for hosts

Not every bad review should be fought. The strongest operators document everything, evaluate objectively, and choose battles that materially affect the business.

Community Q&A highlights

What’s the most common reason review removal requests fail?
Most failures happen because hosts submit subjective arguments instead of tying the issue to a specific policy violation. Airbnb does not mediate opinions or factual disagreements. Successful requests clearly reference review or content policy categories and provide supporting evidence.

Does it still make sense to challenge bad reviews?
Yes—but selectively. Hosts should ask whether the review violates policy and whether there’s strong on-platform evidence. Not every negative review is worth fighting, especially if it reflects legitimate guest feedback.

How important is keeping communication on Airbnb?
Critical. If communication happens off-platform, Airbnb has no visibility into the facts. Hosts should always recap phone calls in the message thread immediately after they occur to preserve a documented timeline.

When is arbitration actually worth pursuing?
Arbitration makes sense when a review or resolution causes significant financial harm and clearly violates Airbnb’s terms. It’s affordable, but should be used strategically and only when the evidence is strong and the impact is material.

--

Replay link.