How do you file a complaint against a host?

[蕊0]

I have used airbnb for about 4 years.

I liked airbnb and made several friends during different trips. Santa Barbara, San diego, Taipei, Beijing, Shanghai...etc. 

Hosts are usually nice, responisble and respectful.

But the trip I took in Hangzhou(China) last week really shocked me.

https://www.airbnb.com/rooms/15239651?s=51

To be honest, the place above was not too bad that I cannot endure.

There were quite a bit clean issues ( kitchen odour, dirty glasses, hairs on floor and lots of dusts on desktop/floors) and AC was malfunctional.  

What made me furious was the host's attitudes after I left 4 stars review and descrition in regards to the cleaning issues on the review board.

He was contacted me through wechat with a very bad attitude ( very very insulting)

He said my review was a piece of rat **s*h*i*t** among his 5 stars reviews and the purpose of my trip  was intetinally challenging his place instead of vacation.....

The review I wrote was originally in Chinese which was translated by the airbnb app.

I don't think my review was insulting or very offensive.

I was satisfied with this place even it was not very clean and had AC issue. But I believe that I shoud left the review which could actually reflect the real situation, otherwise, how could other travellers know the real situation? And 4 stars was not a complaint.

However, the reply by this host was very insulting.

1. He said " I was too picky and wondered why I did not cancel his place in 2 days", I really wanted to know now that how can I cancel the booking if I find it is not satisfying. 
2. He said "I was the only one who had the cleanning issues with his place among all the guests, if my standard of cleaning was so high that probably even the 5 stars hotel cannot satisfy me". I was super surprised also because the place was not clean and quite old, where were the positive reviews coming from? I was super regret not taking photos of that place to against what he wrote. 
3. He said "he was trying to solving the AC issues by contacting the techinque guys and rejected by me through several reaons". I arrived at this place around 16 :30 , and he tried to get the technique guys around 18:30. I said ok, I would be waiting for them. After a while, it was almost 20:00, the technique guys still did not come and I rejected the service at that night due to the sercuity concerns(single woman with my younger brother who is a minor). 
4. He required to take a look of his place while our staying because " he wanted to rent out another place, so the designer would know what kind of style to catch up". This request was rejected by me immediately which was not professional at all. But I did not mentioned it in my review.

I don't what else I could talk about this place and this host. Really bad taste left on my touge....

I was furious and shocked about the airbnb service now. Very disappointed since I had lots of good memories with airbnb within last 3 years.

I really would love to know how can I file a formal complaint about this host and his places.

[Vanessa-and-Kurt0]

@蕊0

Sorry you had a bad stay. I understand that the host replied to your review and you didn't like his tone but what would the formal complaint be for? What would you expect Airbnb to do? He didn't break any rules and he was not threatening at all, he just didn't like what you said and you didn't like what he said-sometimes that happens.

[蕊0]

Hay, thanks for the reply!
I am not happy with the host's reply but it was ok. 

However, what really annoyed me was about the personal message he sent me through wechat.

I feel like insulted and wondered if everything about the reviews on airbnb works in this way, how should I trust it any longer? 

The hosting and renting should be based on mutual resepct, isn't it? His message was very personal and insulting on wechat. 

I would like to file a formal complaints about the remarks and personal insulting the host made against me after my review. 

[Vanessa-and-Kurt0]

@蕊0

I agree, hosting and staying should be based on mutual respect. Sorry this happened to you. Don't let this one instance taint your view of Airbnb, most hosts and guests are lovely people.

All the best.

[Alice-and-Jeff0]

@蕊0   - Sorry this has happened to you.  Hosts should not behave in this way.  Make sure to copy the wechat conversation and put it into the Airbnb system and then flag that conversation to bring it to Airbnb's attention.  You can also flag the Host's profile.  

Here is an other thread with good advice that will help as well: 

https://community.withairbnb.com/t5/Help/How-do-you-file-a-complaint-against-a-host/td-p/283614

[蕊0]

Thank you very much!

I have already reported it to airbnb and they got someone for me already.

I hope they are going to do something about my case. 

If not, I will try to do something else!

I really liked airbnb ...sign