05/06/2026
A guest left a 1-star review in a property that have gained a 5-star review for almost 2 years now because Airbnb upheld the decision to decline a refund request. Your own policy states that:
"Guests may not threaten a negative review as a means to obtain unwarranted compensation or refund."
Your Resolution Centre declined her refund. She posted the 1-star review a day after the decline, the next day a guests that stayed in same property from Airbnb. rated it 5-star. This further proves the 1-star review is obviously a relataliatory review.
Your Senior Case Manager Manish then told me he "cannot comment on Airbnb policy." After I sent a screenshot of your own policies.
How is a Senior Case Manager unable to apply your own published policies?
I asked one simple question in writing:
Does a guest threatening a negative review to obtain a refund violate your policy?
No answer given.
2 escalations. All templated responses. Zero policy engagement.
This is how Airbnb treats Superhosts.
Airbnb I need Executive Team intervention.