When Airbnb will remove a review
Airbnb removes reviews only when they violate specific policies in their Community Standards. A review can be taken down if it contains hate speech, discrimination, threats, sexually explicit content, or information that identifies a guest or host by name, address, or other personal details. Reviews that describe illegal activity, spam, or content unrelated to the stay itself also may have access to for removal.
Airbnb does not remove reviews straightforward because you disagree with the rating or think the feedback is unfair. A one-star review that says the host was rude, the bed was uncomfortable, or the listing didn't match photos is not against policy, even if you believe it's inaccurate. The platform treats reviews as guest opinions about their experience, and negative opinions are allowed.
The review must break a stated rule to be removed. If it does, you have a reasonable chance of success. If it doesn't, the removal request will be denied.
Key Takeaways
- Airbnb only removes reviews that violate Community Standards—hate speech, threats, discrimination, doxxing, or spam may have access to, but negative opinions about your service do not.
- You report a review through the Resolution Center on the Airbnb website or app, not through email or phone support.
- Your report should cite the exact policy violated and quote the specific language from the review that breaks it.
- Airbnb typically responds within a few days to a week, though some cases take longer if they require investigation.
- If your removal request is denied, you can ask for a second review, but Airbnb rarely reverses a decision without new evidence.
How to report a review through the Resolution Center
Open the Airbnb website or app and go to your account menu. Select "Resolution Center" from the dropdown. Look for the reservation connected to the review you want to report. Click on that reservation, then find the review itself and select the option to report it (usually labeled "Report this review" or a flag icon).
A form will appear asking you to choose the reason the review violates policy. Select the category that matches the violation—for example, "Hate speech or discrimination," "Threats or violence," "Doxxing or sharing personal information," "Sexually explicit content," or "Spam or irrelevant content." Some versions of the form also include "Illegal activity."
In the text box provided, explain which policy the review breaks and quote the exact words from the review that violate it. Do not argue that the review is unfair or inaccurate. Instead, focus only on the policy violation. For example: "This review contains the host's full name and address in the text, which violates the doxxing policy" is a strong report. "This review is mean and untrue" is not.
Submit the report. Airbnb will send you a confirmation that they received it.
What happens after you submit a report
Airbnb's Trust and Safety team reviews your report. They read the review against their Community Standards to determine whether it actually violates policy. This process usually takes three to seven days, though complex cases or high report volume can extend the timeline to two weeks or longer.
You will receive an email notification when Airbnb makes a decision. If they agree the review violates policy, they will remove it and notify the guest who left it. If they disagree, they will deny your report and explain why the review does not breach their standards.
Airbnb does not always explain their reasoning in detail in the denial email. If you believe they made an error, you can request a second review through the same Resolution Center, but you will need to provide additional evidence or clarification about why the review violates policy.
What counts as doxxing or sharing personal information
If a review includes your name, address, phone number, email, or other identifying details, that is a clear violation. Airbnb's policy protects both hosts and guests from having their personal information published in reviews. A review that says "The host John Smith at 456 Oak Street refused to fix the shower" contains doxxing and should be reported.
A review that mentions the neighborhood or general location (for example, "This apartment is in downtown Brooklyn") is not doxxing. The violation occurs when the review narrows down to a specific address or uses a host's or guest's actual name in a way that could identify them outside the Airbnb platform.
If a review mentions a specific incident that happened at your property but does not name you or give your address, it is not doxxing. The policy targets information that directly identifies a person, not descriptions of events.
Responding to a review instead of requesting removal
If a review does not violate policy but contains inaccurate information, you can write a public response. This response appears directly below the review and is visible to all potential guests. A response is often more effective than a removal request because it lets you address the guest's complaint in real time.
Keep your response professional and factual. If the guest said the Wi-Fi didn't work, you might respond: "We're sorry to hear about the Wi-Fi issue. Our router was replaced the week after this stay. We've also added a backup hotspot. We'd welcome the chance to host you again." This shows future guests that you take feedback seriously and have made improvements.
Do not use your response to attack the guest or argue that they're lying. Defensive responses make you look unprofessional and can harm your reputation more than the original review.
When to contact Airbnb support directly
If you report a review through the Resolution Center and Airbnb denies your request, but you believe the decision was wrong, you can contact Airbnb support to ask for a second look. Go to the Help Center on the Airbnb website, select "Contact Us," and choose "Report a review" from the topic menu. Explain that you already submitted a report and received a denial, and describe why you think the review violates policy.
Airbnb support can escalate your case to the Trust and Safety team for a second review, but this does not may provide a different outcome. Provide any additional evidence or context that might change their decision. For example, if you reported a review for threats and Airbnb initially missed the threatening language, you can quote it again and point out the specific words that constitute a threat.
Phone support does not handle review removal requests. You must use the Resolution Center or the Help Center contact form.
Why Airbnb might deny your removal request
The most common reason for denial is that the review, while negative, does not actually violate Community Standards. A guest saying "The host was unfriendly" or "The place was dirty" or "The photos were misleading" is expressing an opinion about their stay. These statements are allowed even if you disagree with them.
Another reason for denial is that the language in the review, while harsh, does not cross into hate speech, threats, or discrimination. A review that calls your property "the worst place I've ever stayed" is not a policy violation. A review that uses a slur or says "I hope something bad happens to you" is.
If Airbnb denies your request, read their explanation carefully. It will tell you which policy they checked and why they determined the review does not break it. Use that information to decide whether a second request is worth pursuing or whether responding to the review publicly is a better use of your time.
Frequently Asked Questions
Can I get a review removed if the guest lied about what happened?
No. Airbnb does not remove reviews based on factual accuracy. If a guest claims something happened that you say didn't happen, that is a dispute about what occurred, not a policy violation. Your best option is to respond publicly to the review and correct the record for future guests.
What if a review mentions illegal activity that the guest claims happened at my property?
If a review describes illegal activity, you can report it under the "Illegal activity" category. Airbnb will review whether the review itself violates policy. However, if the guest is describing something they witnessed or experienced, the review may not be removed even if the activity was illegal. If you believe a crime occurred, contact local law enforcement separately.
How long does it take Airbnb to remove a review after I report it?
Airbnb typically responds within three to seven days. Some cases take up to two weeks if they require additional investigation. You will receive an email notification when they make a decision. Do not expect removal to happen when ready.
Can I report a review multiple times if Airbnb denies it the first time?
You can request a second review through the Resolution Center or contact Airbnb support to escalate, but submitting the same report repeatedly without new evidence will not change the outcome. If you do request a second review, provide additional context or clarification about why you believe the review violates policy.
What should I do if a review contains my personal information?
Report it when ready through the Resolution Center and select "Doxxing or sharing personal information" as the reason. Quote the specific details from the review that identify you. Airbnb typically removes these reviews quickly because the policy is clear. If the review is not removed within a week, contact support to escalate.