Guest threatens to leave bad review and Airbnb's response

Thanks Deborah! I have an update regarding this case. I was quite shocked that this is the decision Airbnb made. Here is Airbnb's response.

"Thank you for taking the time to share your experience with me. I have been able to take the reviews for this reservation under formal review. When I formally investigate a review, I personally evaluate the content and then confirm my findings with a panel of my peers.

As you know, Airbnb values free speech and we do not remove, censor, or edit reviews. I can only consider exceptions in the event of extraordinary cases, where the content doesn't reflect our Review Guidelines: www.airbnb.com/help/policies/content#review_guidelines

I have carefully gone over this review and confirmed this decision with my peers here at Airbnb. Though XYZ's choice of words is discouraging, it doesn't violate the guidelines, so the review will stand as is. I have also reviewed the communication in the message thread and Resolution Center and have found no evidence of extortion.

Rest assured that the Airbnb community takes all comments into consideration. I feel extremely confident that the other reviews will provide a clearer picture than this one alone. A professional way to respond publicly, if you haven't already done so, is to post a polite, final word in response to this review. Here's how: www.airbnb.com/help/question/367

Moving forward, I am sure you'll receive glowing reviews reflective of your contributions to our community."


Here is the message sent by my guest which says he would leave a bad review if I didn't withdraw my request.

"Hello, I write a message to talkonce again about your compensation demand for what you said "the damage". Your behavior is unacceptable. I do not think you can claim this compensation. You UNDERSTAND although we did nothing. You told me that the shower in the first floor is down and I have to use the shower on the ground floor and I have to accept. And before you leave your home, I asked to check the room and all is well, you have not spoken a single word on the shower but you sent to Airbnb to seek compensation. This is unacceptable. I never think that you can do it. Of couse, I never agree to pay you and I'll give my comments on Airbnb for your bad behavior. I come from a poor country, but I can do everything to protect me. so do not do some bad things. You pay it. That, I think that you must withdraw your application immediatelent order to have good reviews for your accommodation.... If you are a decent person, please reply and discuss with me on this problem."


He claims I did not discuss the shower damage with him. To clarify I did indeed bring it up when they were staying with me - I had asked them casually "Do you know when this happened?" to which they denied knowing anything about it. In fact his wife was brushing in the washroom when I was talking to him and she came running out to deny this.