I'm sorry to heard that you're experiencing. Airbnb's rating policy is totally unfair towards the owners. I had to permanently cancel the spaces I had to rent after several problems with unaware guests who seem to know that the policies are in their favor and they will get their way. Damage caused by clients cannot be reported because you risk being rated poorly and Airbnb not only agrees with the guests, but also suspends you without caring about the economic damage they cause you. My space was advertised more than seven times as a micro apartment, but a client came and despite giving a score of 5 in all the parameters, he gave me a 3 overall because the space was very small and for that reason Airbnb suspended my ad. How do you defend yourself from that? The last of them and the one that broke the glass was a woman who showed up with her special child and destroyed my apartment but because he was a special child, Airbnb did not allow me to make any type of claim or release and I had to pay my pocket for all the damage caused: missing items in the kitchen, stains on the walls, doors out of square, broken hinges, gum on the sheets, garbage everywhere, among others. And Airbnb simply doesn't seem to listen or care about the reasons you give, customer service repeats like a broken record the script they are told and they don't even make an attempt to analyze with common sense the complaint you are trying to express. For me it was too much, I prefer to have peace than money.