Taken aback by a host requesting no reviews: a case study in Airbnb etiquette and policy

A recent stay in an upscale Edinburgh Airbnb left a guest both impressed by the space and puzzled by the host’s behavior. The apartment was stylish, expensive, and had earned hundreds of five-star reviews before the guest even checked in. After a wonderful experience, the guest shared appreciation with the host at checkout.

Two unusual actions by the host stood out:

1) Pre-check-in guidance: The host advised the guest to tell any neighboring residents that they were “visiting friends” if questioned about their presence in the building.

2) Post-check-out request: Through WhatsApp, the host asked the guest not to leave a review, even if the experience was positive. The message stated:
“Providing that you had a good experience and was happy with everything, we would kindly ask you NOT to leave a review on Airbnb for us this time. I know this is counter intuitive, especially if you liked your stay and were planning to leave us a positive review, but we are choosing to give preference to our existing and returning guests at present and thus a low profile.”

Questions raised by the guest include:
– Is this allowed under Airbnb’s policies?
– Could the host be attempting to manipulate visibility or prioritize certain guests?
– Are there potential legal or regulatory implications for such requests?
– How should a guest respond if confronted with a similar request?

What to consider as a guest, host, or platform observer:
– Airbnb policy on reviews: Hosts cannot directly compel or prohibit reviews; guests have the right to share an honest review of their experience. The platform encourages transparent feedback to help future guests and hosts.
– Privacy and safety: If a guest feels pressured or uncertain about what to disclose, they should rely on their own experience and choose what to share. If a host’s pre-check-in guidance feels misleading or unsafe, seek clarification from Airbnb support.
– Host strategies: Some hosts may adopt lower visibility or “low profile” tactics to improve occupancy or manage demand. While aggressive review suppression is not typically endorsed, hosts may implement policies that affect how frequently they appear in search results or rankings. This does not excuse pressuring guests to avoid reviews, but it is a potential business strategy to investigate further with platform guidelines.
– Local regulations: Policies vary by jurisdiction, but there is no known universal legality issue with a host requesting not to receive reviews. However, this does not override platform rules or guest rights.

Practical steps for guests facing similar situations:
– Document communications: Save messages and notes from the host as evidence.
– Seek official guidance: If confronted with a review request, contact Airbnb Support to understand rights and options.
– Trust your experience: Leave an accurate, honest review based on your stay, even if the host asks you not to.
– Consider safety and honesty: Do not disclose sensitive personal information in reviews; focus on the property, the listing, and the service.

This situation highlights the importance of understanding review policies, communicating clearly with hosts, and knowing when to involve the platform. For travelers and hosts alike, transparency and adherence to platform rules help maintain trust and protect the integrity of the sharing economy. If you’ve encountered a similar experience, sharing your story can provide valuable insights for the community and support others in navigating these scenarios.