Host left hateful review and harassing me by messages

[Swati11]

As a first time user of Airbnb, i was unaware of the expectations at time of check-out. I even didn't read reviews of the host before booking another one. Later on, one of the host in Springfield, IL shared a house with us. seperate one bedroom. I arrived with my husband and kid, she was very rude with my kid and asked him to be quiet. I accepted it as she mentioned her children having exams, she even provided medicine to me for pet hair allergy which i didn't get when i entered but when I slept or used couch caused me breathing issues. However, I adjusted with all that by assuming its not hotel and cant ask for everything. Her sink was clogged but i still didn't say much as It was only two night stay. She kept checking with me to make sure she gets 5 star rating, she stepped in before checkout time and didn't give time to wrap up. 

After 2days, she asked to pay cleaning fees, I was already upset with her behaviour so I refused to pay. She got angry and started abusing me, called me Groos, Liar, disgusting and Mean. I rasied the concern to Airbnb but they are only behind settling the claim opened by host. She kept sending me messages everyday, asked me to put my review down, Airbnb requested the same thing. I didn't do it, she sent me pic of my kid playing in backyard and said I broke house rules, it wasn't mentioned anywhere but they said its not in house so we were not allowed to use however she let other guests played there. 

I don't know what triggered her anger so much, but its like a nightmare for me. I am scared to book Airbnb now and prefer hotel. Our first host did mention about not cleaning but in decent way and I communicated with them well that it was our first stay so we didn't know the expectations. She made me understand the expectation however never used hateful or offensive language. 

I opened up Claim with Airbnb but I don't think so they are doing much on this. I searched google and felt everywhere host is the victim however I can't explain what I m feeling because of her attitude and behaviour towards me and my family.  

Anyone faced this type of issue and what to do in this scenario. 

[Noel102]

You're right - some of us absolutely favored the hosts because we're hosts, and we know what it takes to achieve superhost status and get dozens or hundreds of five-star reviews.  We've been around the block with all kinds of guests many, many times.  With the exception of the "gross people" remark, I don't think there was anything wrong or unprofessional about either review, but I understand why you would think there is because you're obviously offended by the hosts airing your business in public.  It's really not that hard to be a good guest.  It is, however really hard to get two reviews like you did from superhosts right out of the gate. 

[Swati11]

@Noel102 ‘Gross’ is only in public review, she did call me mean, liar, disgusting and ashamed of being like that. That’s really unprofessional and unethical and people wont be able to see that because its not public however I did ask Airbnb to look into this type of behaviour. She got the cleaning fees, but no compensation to me for disrespecting the guest by host. I dont know the standards of Superhost but I believe it should consider the host attitude and behavior. First host did mention about cleaning but in decent way, I told that it was my first stay and didnt know the cleaning rules, by the time i came to know it was already late and i stayed at second host. At first host, i stayed for 5nights however at second host, only for 2nights. Didnt even spend the whole day as i was going to work. What I understood is her behaviour and reviews are justifiable and its fine with everyone of you host to call your guest with names, sending messages, using offensive language and clicking secretive pics.