Host - Seeking advice regarding interaction with Customer Service Representative and lack of understanding of issues.

[Yong274]

As a SuperHost I'm someone that takes safety of my property very seriously.

Our last guest reported a gas leak as soon as they got to the property (apparently very strong smell) and AirBnB placed them somewhere else.   They also placed our property on hold while we sort things out and everything is very understandable.

We contacted the gas/electric company immediately, met the representative and they went through every junction, joint, valve etc., not a single sign of anything.  We got the documentation/paperwork and submitted it.  Obviously, as a host, this was a loss as I did not get revenue for the days of the booking, extra days where booking was delisted as well as a fee for the technician.

Now I'm getting messages from AirBnB representative telling us that if someone else reports it that they'll remove the listing etc., that they've put a note on the account, and I'm thoroughly confused.  I'm not sure if there is a language barrier issue, or just a general lack of understanding of what transpired.

Are there any channels of communication that I haven't explored as I feel that I'm not even chatting with a person, instead a bot with pre-canned answers.  Any advice would be appreciated.

[Mike-And-Jane0]

@Yong274 Its a standard response/message from a computer. Just ignore it but do consider listing elsewhere as well as on Airbnb to de-risk your chances of getting bookings.

[Zheng49]

I would get a third party , like a friend or relative who doesn't normally live in your house to come and check if there is indeed any kind of weird smells.

It (the smell) could be coming from mold, dust, stale food etc. 

Definitely do not ignore the warning and carry on business as usual.