I'm posting on here in an attempt to contact someone at Airbnb--I've tried twice without success. I had an extremely problem guest stay here--broke nearly all the house rules, attempted to verbally confront my mom, who was staying with me at the time, trespassing on my neighbor's property and then complaining that it was dangerous. She reacted very poorly each time I politely asked her to obey the rules. I contacted Airbnb after she left and told them of her violations and indicated that I might receive a retaliatory review.
She wrote me a review which was not as bad as I feared it would be. It contains several things that are true that I try to be very upfront about on the listing: the house is very old and there are no straight lines, the bathtub has wrap-around shower curtains (I have a photo), and I live right upstairs so as quiet as I try to be, there is some amount of noise transmission. Some things were not true--the wiring is brand new (whole space was rewired by an electrician in 2021), the windows are not painted shut (they have a spring system which can be challenging to figure out, I have a diagram in the house manual).
She mentions a very distinctive building (the only one of its kind in town) which is under construction directly next door and is going to be turned into a very distinctive business in a few months. Once it opens, it will be possible based on her review to google two or three key words and find my exact location.
I contacted Airbnb and requested, based on this, to take down the review. They said, and I quote, that though they identified a violation, they needed at least five violations to take down a review. I copied and pasted their content policy. They didn't try to explain or justify when I said this, just said they could not take it down. I called again, and was told that because it does not divulge my exact address it's not a violation. Again, I said that that is not what their content policy says--it says content sufficient to identify a location.
At this point it actually seems like everyone I've spoken to is making up something different, and trying to stretch the content policy to mean a different thing. I feel like a broken record--I've been saying over and over again, "That's not what your content policy says," and not receiving any sort of explanation. Where does this five violation policy come from? I can't find it anywhere.