Guests! Congratulations, you hold all the cards! Hosts, listen up [Hawaii]
I’ve been hosting on Maui for years with 67 reviews and Superhost status. Last week a guest filed a complaint about insects in my unit. Airbnb investigated, reviewed the evidence including the guest’s own photos, and ruled in my favor.
The guest then messaged me: “We are happy to leave our negative experience out of your locally owned business page if you return us at least a portion of the remaining rental fee.” Textbook review extortion, documented in Airbnb’s own message system.
For context — Maui had just experienced significant storms and the entire island was dealing with an unusual gnat surge - did anyone else see the severe flooding in the news??? People died. The gnats likely entered the unit through an open door during check in. I offered immediate cleaning and the guest declined.
She left a 1-star review calling it a “severe infestation” that “failed Airbnb health and safety standards”. Umm...okay? The review also contained completely irrelevant and clearly retaliatory complaints that had nothing to do with her actual stay, posted immediately after her refund was denied.
After hours of phone calls and hold times, Airbnb’s review specialists determined the review was in violation of their Reviews Policy TWICE. She appealed twice and it was reinstated both times.
I have a timestamped video of the unit after her departure showing it clean and habitable. The guests who checked in directly after her reported a wonderful stay with zero insect concerns.
Airbnb has told me there is no further recourse. Hosts beware — they have no support for you. I plan to leave the platform.