I have been hosting for about a year, I always do my best to make the guests' stay as special as possible and, since I also live in the house, I have had the chance to connect with some amazing human beings. I've received all 5 star reviews right from the start.
Then I ended up with a nightmare guest who brought an unauthorized person to my home in the middle of the night, putting my safety and privacy at risk, got very combative when I approached him saying that he would have to pay for the extra guest, then left food leftovers, other garbage and used condoms and toothpicks and toilet tissues with his body fluids around the room upon his checkout.
I obviously started a claim to get reimbursed for the sanitation of the room, removal of the biohazards and the unauthorized guest (I have proof of everything from cctv to pics after his checkout) and he refused to pay any of it. After that he left a retaliatory review, where he lies about the condition of the room and amenities provided, lies about my communication and tries to depict me as greedy for asking for the compensation. I mean, he literally used the fact that he broke some serious house rules and I asked him for compensation to fuel his review, how can AirBnB say that it is not a retaliatory review?
I completed the form twice now, going into full details of why the review is retaliatory, on my first attempt I was still waiting for the resolution center to deal with the compensation so I had to wait around a month for a response (which was an automated email saying the review wouldn't be removed since it was in line with the review policy, even though it clearly wasn't) and on my second attempt I received within 5 mins the same automated email response. It feels like my claim hasn't even been looked over by an actual case manager and it almost add insult to injury after everything I had to go through with this guest already.
I'm at a lost of what to do now since it says on the platform that I can't appeal anymore. It seems really unfair that hosts have to go through this and guests like that are simply allowed to keep using the platform with no consequence. Any advice?
