I had a very terrible experience with a guest who stayed at my listing for 1 month. All house rules were broken and I carried Airbnb along all the issues including a false shooting claim in the quest for refund. Needless to say that she left a nasty review; “The house appeared great until we moved in. There was shooting I. The neighborhood and the host refused to respond about it. She was extremely greedy and invaded privacy”. All her claims are not true. I have contacted support to remove review but they have refused. I recently got an email from support saying:
"Airbnb requires that all hosts behave in accordance with Airbnb’s Host Standards. To foster positive experiences for hosts and guests, we monitor user activity to ensure that it meets these Standards. A review of your account, which included consideration of any guest reviews, customer service cases, and reservation outcomes over the past year, has brought to our attention guest reports of violations of our Host Standards.
We know you’re putting a lot of thought and care into hosting and that sometimes unplanned things happen. We’re letting you know so that, if you haven’t already, you can work to resolve these issues and create even better stays for your guests.
Host Standards violations identified include:
Misleading or inaccurate information about the type, nature, or details of listings, and/or not delivering listings as advertised
An inability to uphold reservation commitments, and/or unresponsiveness to guests with confirmed reservations
Cleanliness issues in violation of Airbnb hospitality standards
Reports are associated with the following listings:
For more information on Standards, please review:
Airbnb’s Host Standards: Host Reliability Standards - Airbnb Help Center
Airbnb’s Community Standards: https://www.airbnb.com/trust/standards
We have added a note to your account saying that you’ve received a warning. If we continue to receive similar reports, we may take further action, up to and including removing your listing(s) or removing your ability to list Home listings on the platform."
I feel completely downcast and alone. I feel sad because all these claims are untrue. Noone at the support wants to help. I have called several times and left several messages. I feel Unempowered as a host. I can proudly say that my listing is very clean and has all the amenities that I claim. It is a 4 bedroom and 3 full bath home. Guest refused to produce a police report even after she claimed that Police was at the property.
Honestly don’t know what to do. I feel like the guest has the upper hand and I am left completely alone to hang and dry.
Any thoughts as to what my chances and options are?