5 Real Reasons Airbnb Deletes Guest Reviews (And How to Prove Them)

It's a host's worst nightmare: a negative review that feels unfair, untrue, or just plain malicious. While your first instinct might be to demand its removal, it's crucial to understand that Airbnb doesn't delete reviews simply because they are critical. They only act when a review clearly violates their official Content Policy.

Many hosts waste time and energy reporting reviews that don't meet the criteria, leading to frustrating denials from support agents. The key to successfully removing a damaging review is to stop focusing on whether it's "unfair" and start proving that it breaks a specific rule.

This guide dives deep into the top five policy violations that Airbnb acts on, complete with real-world examples and, most importantly, advice on the exact evidence you need to gather to make your case.

1. Threats, Harassment, or Discrimination

Safety is Airbnb's top priority. Any review containing direct threats, hateful language, or clear harassment is a serious violation and is often the easiest to get removed. This category is about protecting the safety and dignity of the community.

What It Looks Like in a Review:

• Direct Threats: Language that implies physical harm, violence, or severe retribution.

  "This host is a scammer. If I see him in person, he's going to regret it. Watch your back."

• Harassment: Persistent personal attacks, insults, or attempts to intimidate.

  "I'm going to make it my mission to destroy this host's business. I will post on every social media platform and tell everyone I know to avoid this disgusting person at all costs."

• Discrimination: Hateful or prejudiced remarks based on race, religion, gender, sexual orientation, disability, or other protected characteristics.

  "The host had a strange accent and seemed untrustworthy. I wouldn't recommend this place to any true Americans."

How to Prove It:

This is often the most straightforward violation to prove.

• Take a Screenshot: Immediately capture a clear screenshot of the entire review.
• Reference the Policy: When you report it, explicitly state that the review violates Airbnb’s policy against "Violent and Threatening Content" or "Hate Speech."
• Don't Engage: Do not respond to the guest publicly or privately. Let the review stand as clear evidence for Airbnb to see.

---

2. Doxing and Exposure of Private Information

A guest cannot share your private, personally identifiable information in a review. This is a severe breach of privacy, and Airbnb acts on it swiftly to protect its users.

What It Looks Like in a Review:

The review includes any information that is not publicly available on your Airbnb profile.

"The host, Jane Doe, was very unresponsive. Her full address is 123 Maple Street, Anytown, and you can reach her directly at 555-123-4567 since she doesn't answer the app. I found her on Facebook, too."

What to Look For:

• Full names (if not on your profile)
• Home or business addresses
• Phone numbers or email addresses
• Social media profiles or external website links
• Details about your family, workplace, or personal life

How to Prove It:

• Screenshot the Review: Capture the review where the private information is clearly visible.
• Cite the Privacy Violation: When reporting, state that the review violates the policy against sharing "private or confidential information."
• Confirm It's Private: Mention that the information is not part of your public Airbnb listing, confirming it was shared without your consent.

---

3. Irrelevant or Biased Content

A review must be about the guest's personal experience at your property. It cannot be used to complain about things entirely outside your control, and it cannot be biased by an attempt to extort you.

What It Looks Like in a Review:

• Focus on External Factors:

  "The apartment itself was fine, but the weather was horrible all week, and the airline lost our luggage. The city's public transport was also a letdown. This trip was a disaster. 1 star."

• Complaints About Airbnb, Not the Host:

  "The booking process was a nightmare, and Airbnb's service fees are outrageous. I'll be using a different platform next time."

How to Prove It:

• Identify the Irrelevance: In your report, clearly and concisely explain why the content is irrelevant.
• Quote the Review: Pull out the specific sentences that are not related to your hosting or property (e.g., "The guest's complaints are about the weather and local transportation, which are outside of my control as a host.").
• Provide Context (If Needed): If a guest complains about construction noise, and you disclosed it in your listing, provide a screenshot of your listing description as evidence.

For a deep dive on extortion, which is a severe form of bias, see our guide on how to handle Airbnb extortion reviews.

---

4. Demonstrably False or Misleading Information

This is one of the trickiest categories. Airbnb does not mediate disputes about truth. You can't just say a review is "a lie." You must provide indisputable proof that a central claim in the review is factually incorrect.

What It Looks Like in a Review:

"The listing promised a hot tub, but there wasn't one. The host never sent check-in instructions, and we were locked out for hours."

How to Prove It: Your Evidence Must Be Undeniable.

• For "Missing" Amenities: Provide photos of your property with timestamps from the guest's stay, or a link to your listing that clearly does not mention the amenity.
• For Communication Claims: Take screenshots of your Airbnb message thread showing that you sent check-in instructions at a specific time. The timestamps are critical.
• For Cleanliness Issues: This is the hardest to prove after the fact. The best evidence is a time-stamped video walkthrough of the property just before the guest checks in.

The burden of proof is high. Your goal is to make it impossible for the support agent to side with the guest.

Subjective Opinion vs. Policy Violation

One of the hardest concepts for hosts to grasp is the difference between a guest's opinion and a removable violation. This table clarifies the distinction.

Guest's Statement	Type of Feedback	Is it Removable?
"The bed was too firm for my liking."	Subjective Opinion	No. This is a personal preference and not a policy violation.
"The bed was broken and collapsed when I sat on it."	Factual Claim	Maybe. Removable only if you have undeniable proof that the bed was not broken.
"The host is a terrible person."	Harassment	Yes. This is a personal attack and violates the content policy.
"I wouldn't recommend this place."	Negative Opinion	No. This is a valid, though negative, conclusion from the guest's stay.
"Don't book here, the host will scam you."	Defamation/Harassment	Yes. This makes a serious accusation of criminal behavior.

Understanding this distinction is crucial for filing successful reports. For more details, refer to Airbnb's official Content Policy.

---

5. Canceled Stays or "No Show" Guests

A guest cannot leave a review if they never completed the stay. If a guest books but cancels their reservation (either before or after the check-in date), they forfeit their right to review you.

What It Looks Like in a Review:

This often happens when a guest is angry about a cancellation policy.

"I had to cancel my trip for a family emergency, and this greedy host kept all my money! Terrible host, do not book here. 1 star."

How to Prove It:

This is usually the simplest case to win.

• Screenshot the Reservation Status: In your host dashboard, find the reservation and take a screenshot showing it is "Canceled."
• State the Policy: In your report, simply state: "This guest's reservation was canceled. Per Airbnb's policy, guests who cancel are not eligible to leave a review."

Understanding the official rules is key. For more detail, read the complete Airbnb Review Removal Policy.

---

FAQ: Getting Unfair Reviews Removed

1. What's the first thing I should do when I get a bad review?

Take a deep breath and read it carefully. Do not reply immediately. Instead, compare the review's content against the five violations listed above. Identify if it breaks a specific rule before taking any action.

2. Can I get a review removed if a guest is just being picky?

No. Subjective opinions, even if they feel unfair, are not grounds for removal. A guest saying "the decor was dated" or "the bed was too firm" is their opinion and will not be removed unless it's part of a larger, policy-violating review.

3. How long do I have to report a review?

There is no strict deadline, but it is always best to report a review as soon as you see it. Acting quickly shows you are serious and helps Airbnb support investigate while the details of the stay are still recent.

4. What if my removal request is denied?

If your initial request is denied but you have strong evidence, don't give up. You can often reply to the support ticket and ask to "escalate the case to a supervisor for a second look." Be polite but firm, and re-state your evidence clearly and concisely.

---

The Bottom Line: Be a Policy Expert

Shifting your mindset from "this is unfair" to "this violates policy X" is the single most important step you can take. Airbnb support deals with thousands of emotional complaints. A host who provides a calm, evidence-based report that clearly identifies a specific policy violation is far more likely to get a review removed.

Save this guide, document everything, and report with confidence. While not every negative review will disappear, knowing the rules empowers you to effectively clean up the ones that truly don't belong on your listing.