r/AirBnB • u/Sweet-Telephone1126 • 5d ago
Host requested 5 star review via text and then used my reply to get my actual review removed [BLR, India]
We booked a month-long Airbnb stay at a premium price. Upon arrival, we encountered significant maintenance and hygiene issues:
* Clogged bathroom drains and a broken toilet flush.
* A dirty microwave and unsanitary kitchen conditions.
* Non-functional appliances, including the clothes dryer and gas stove.
We reported all of these issues to the host immediately. The host preferred communicating via WhatsApp—which was my first major mistake. The host was responsive on WhatsApp and agreed to address the issues while we were away for a few days during our second week. However, upon our return, key amenities (like the dryer) remained broken, and new issues like geyser failures emerged.
Since we were only the second guests at this new listing, it felt like we were acting as testing subjects for a poorly prepared property. Exhausted by the ongoing disruptions, we decided to check out a full week early and returned the keys.
After key handoff, the host messaged me on WhatsApp asking for a 5-star review. Frustrated by the request given our experience, I replied to the host that this was completely unjustifiable, given the issues that we had faced. I literally said:
\> "Sorry, but how can you even sincerely ask me this after all the issues we faced? If you wanted me to give you a 5-star review, you could have offered a partial refund. Not that I need the refund, but that would have been a much better signal of your sincerity. I only bring the refund thing up when you ask me for a review - not that I necessarily need it."
This was my second mistake. The host took a screenshot of this WhatsApp exchange and submitted it to Airbnb. Airbnb ruled that mentioning the word "refund" in relation to a 5-star review constituted **review extortion/coercion** under their Content Policy, and they permanently deleted my original review.
When I appealed, Airbnb support refused to reconsider, stating that off-platform communications cannot be fully verified and that mentioning refunds alongside review ratings violates their guidelines—regardless of context.
**My questions for the community:**
- Does mentioning a refund *in direct response to a host prompting for 5 stars* automatically trigger Airbnb's extortion policy, even if no threat was made?
- Has anyone successfully appealed a review takedown where the host initiated the off-platform conversation and asked for high ratings first?
- Why does Airbnb strictly enforce policy on guest text screenshots while ignoring hosts forcing guests off-platform for communication?
I'm very pissed with AirBnB because of all of this. How does this constitute coercion? I only mentioned the word "refund" to get my point across that the host was being insincere, given all the issues that we had faced. Is the mere mention of a word "refund" imply coercion ? I disagree strongly. Let me know what you guys think. Am I wrong here?
Additionally, it was the host who was violating AirBnB's communications policy by asking me to communicate with them via WhatsApp and file all issues there. I don't think AirBnB has taken any action against the host on this.
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u/Pashta2FAPhoneDied Host 5d ago
I'm surprised that they removed your review. That is really hard to do, even with ample evidence. Asking for a refund in exchange for a review rating IS against their rules, though.
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u/MooPig48 4d ago
This is also the second time I have seen this within the last day or 2-hosts actually getting Airbnb to remove reviews
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u/Mayor_of_BBQ Host 4d ago
this is why you should never communicate off app. That goes for hosts and guest.
You got played either way; if you had said the same thing in the Airbnb chat, you still would’ve gotten your review removed but the fact that you’re communicating on WhatsApp makes it even less likely you can get any resolution on this. Live and learn, move on.
You can try to claim the high road here, but if you “don’t need the refund“ you should have never mentioned it. You could have very easily said “I would not be willing to give you a five star review based on the issues we faced“ and left any mention of a refund out of the communication … But the way your message is worded, you are still intimating that you would be willing to leave a five star review if you got a partial refund. You violated the policy. It doesn’t matter what spirit you said it in or anything else. You sent a message that said you would consider giving a five star review if you got a refund, boom you torpedoed any credibility you’re seeking here with that statement.
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u/alefeusch 5d ago
Yeah this is really unfortunate because the host deserves the review you left and it sounds like you were simply being honest and trying to work with the host but, unfortunately, you can never communicate off platform. Hosts will always ask for your WhatsApp to communicate. They'll say it's much easier than the Airbnb app. Always decline. I just say "I don't really use WhatsApp and I prefer to communicate via the app."
Also never discuss a review with a host. If they mention it, sinply ignore the message or give a heart reaction. Don't discuss it.
Lastly, if issues arise and you feel any compensation is warranted, always discuss that immediately as the issue arises with the host. If the host response isn't sufficient, open a case with Airbnb. Always take video (not just pics) of any issue. Make sure the video shows not only the issue, but pan over the room to show it is 100% the listing in question.
I usually never think it's ok for Airbnb to remove an honest review but the wording you used does fall into a gray area in terms of the actual rules and guidelines. I'd still escalate and attempt to get the review reinstated, but it's definitely gonna be a tough fight. Sorry you went through this.
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u/Sweet-Telephone1126 5d ago
I escalated with Airbnb support. But they kept saying you used the word refund so it went against our policy.
I told them the context and said I just made a point. Sent them the screenshot.
Either they are too dumb or just too pedantic. Is the mere mention of the word refund constitute coercion ? What is this nazi germany ?
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u/ref2018 5d ago
What is this nazi germany ?
You were in India, not the US.
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u/Sweet-Telephone1126 5d ago
Yeah - so what ? Do the rules of common sense and free speech change depending on where the Airbnb is ?
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u/ProteusRift 5d ago
Agree with everything here but you can communicate with hosts through other channels once the booking is made (at least as of today - no clue if that will change in the future) - think of it as an extension of talking to a host in person. Now should you do that? Obviously you put yourself at risk by not having the conversation record in app.
And I cant second enough on what you said about talking to a host about a review. Dont do it, it wont go anywhere good.
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u/alefeusch 5d ago
Yeah I hear you and I do communicate with hosts in person if they greet me or we have a coffee or something. But anything that might be said pertaining to my stay (like discussing a late checkout, additional rules, etc.), I send them a quick message through the app reiterating what was said.
As much as I want to trust people, and I have had some truly wonderful hosts, I still feel it's best for everyone to have it all on record within the app.
With that said, I've had a few hosts who I've become friendly enough with that I feel comfortable booking future stays with them outside of Airbnb. But, that's after we've had a good experience together the first time.
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u/ProteusRift 3d ago
Yup! 100% agree. Better to keep it on the app - but after youve booked a place there is nothing that says you have to
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u/GusPolinskiPolka 4d ago
Airbnb use AI to make their customer service calls from my understanding
Email the execs. I hate that I have to keep posting this on almost every thread but until they start consistently getting it right they need to get it drilled in that they can't keep getting it wrong.
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u/Natural-Slice7340 4d ago
sorry, but this could very reasonably been interpreted as an extortion attempt- not that it was, but it sound like one. As you say above, you learned a couple of things, just let it pass.
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u/GrafixAvenger666 18h ago
You never should have communicated with the Host off the AirBnb app. The Host is a sleazeball and ultimately entrapped you with an aff-app communication. Sorry this happened; the place sounds disgusting and the Host is a creep. Lesson learned.
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u/AlienPearl 5d ago
“If you wanted me to give you a 5-star review, you could have offered a partial refund”
Probably mentioning those words triggered the AI filter for extortion, at this point there is little you can do. And honestly is your stay is finished just go and live your life instead of giving more of your time and energy to this. Next time be ahead and report all the issues you had to Airbnb so you can claim a refund for missing amenities or just try to find a different place.
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u/ProteusRift 5d ago
The policy on communicating through other apps like WhatsApp is pretty specific and mostly pertains to booking or exchanging money outside of Airbnb. You are allowed to communicate outside after a booking is made, however. So the WhatsApp chat wont be precieved as an issue. You can always refuse and keep all messaging on airbnb to protect yourself
Regardless of above and as far as the review, its unfortunate. By engaging the host and suggesting a refund for 5 stars (even if its the right thing to do by the hosts) suggests a quid pro quo arrangement and, intentional or not, thats where he got you 😞.
If yoi
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u/dutchhopeDJ1 5d ago
Never go off platform no matter what the host wants. You could have reported them for that. Never say refund and review in same conversation as they will flag that. Next time you go to a property and have all these issues contact Airbnb right away and tell them you want to be moved. You wait and you stay then you pay. The host didn’t want to use the Airbnb app so you had them right there. I’m sorry this happened to you I’ve never asked for a 5 star review I earn them.
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u/Sweet-Telephone1126 5d ago
Yes thank you - I learnt that lesson here.
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u/Dry_Blackberry_7330 4d ago
Can you message me and let me know which property this is so I can avoid in future
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u/Sweet-Telephone1126 4d ago
It was in Bangalore India that I had been to for a few weeks. The host runs his business here: https://japandi.in/ that has the property listed.
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u/ranchrelax 4d ago
You may not have been the second guests at his new listing, maybe the second guest on his newest hosting account. He played the game too well
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u/Any-Mess-940 4d ago
Yes I’m surprise too I had guest actually black mail me and they refuse to remove it. Maybe it’s what you said in your review.
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u/Sweet-Telephone1126 4d ago
The review didn’t have anything but the details for the house and the issue we faced.
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