hello and thank you for your help!
i am a new host
and my first seven guests all left 5 star reviews
i recently had a guest who booked my entire apartment
for 6 guests
3 couples, in 3 rooms
he arrived and i showed him how things worked
and where there were extra blankets in case anyone was cold
i also showed him a small room
and said, that this room would be locked
and my private things would be in there
when i returned home,
(the guest had put the keys through the mail slot)
i found the door to my small room ajar
it had been locked, and was still locked
but the door had been forced open
and my personal bedding had been used by someone who had slept on the couch
i has really mad and immediately sent an email
via airbnb, telling the guest that i was upset
later i discovered
dirty dishes in the sink
spilled, dried beer on the kitchen floor
used ashtrays (in a non-smoking house)
and a newly upholstered chair soaked with beer
i told him about these things too
i assumed that airbnb would back me up......
instead,
the client, who...upon leaving sent me a lovely text about how much they enjoyed my apartment
now gave me a 2 star rating
and i am unable to be a superhost
i feel that i am being punished by airbnb rather than supported
please advise me on how to remedy this situation
thank you VERY much for your advice
naomi