Getting reviews removed: has anyone successfully done it?

Category: Listing Optimization

By: Chris Nakamura

Posted: 2026-01-07T06:28:25.134Z

Got a 2-star review saying "no pool" — my listing clearly states there's no pool, and there's no pool pictured anywhere. The guest apparently assumed there was one because the neighborhood has pools. This feels like it should be removable under Airbnb's relevance policy. Has anyone gotten a review removed? What's the process?

Reply by Emily Chen:

I've gotten 2 reviews removed in 4 years. Both times required persistence. Here's what works: **Reviews Airbnb WILL remove (per their policy):** - Review mentions something factually incorrect that can be verified - Review is retaliatory (after you filed a damage claim) - Review violates content policy (discrimination, threats, etc.) - Review is about something outside your control (Airbnb's fee, flight delays) - Reviewer never actually stayed (cancelled but review window glitched) **Your "no pool" case is winnable.** Here's the approach: 1. Call Airbnb (don't chat — call). Ask for the Trust & Safety team. 2. State: "This review is factually inaccurate and misleading. The guest expected a pool that was never advertised, pictured, or mentioned in my listing." 3. Reference Airbnb's Review Policy section on "Relevance" — reviews should reflect the actual listing, not unmet expectations about amenities never offered. 4. If the first agent says no, call back. Different agents have different interpretations. 5. Escalate via @AirbnbHelp on Twitter/X with your case number. **Timeline:** My removals took 5 days and 12 days respectively. Not instant.

Reply by Michael Thompson:

Adding: screenshot your listing description NOW (before doing anything) to prove there's no mention of a pool. If the guest later edits their review or Airbnb questions it, you need that evidence. Also, leave a professional public response immediately: "Thank you for staying, [Name]. Our listing clearly describes our amenities, and a pool is not among them. We strive for transparency — what you see in our listing is exactly what you'll find during your stay." This response serves two purposes: 1. Future guests see you're honest and straightforward 2. It establishes the factual record for Airbnb's review team I'd also recommend professional response templates for situations like these — the review response generator at https://strspecialist.com/tools/review-response-generator has templates for unfair reviews.