Guest accepted resolution requests but now Im getting threatening phone calls from the father

[Michell1]

I had a lady book my apartment for her siblings over the christmas period. The stayed for nine days. I have self check-in but as always before guests arrives I switch on the tv and lights. After check out I discovered that the  TV remote was not working (which it was on the day of check in as I switched the tv on) and that one multi plug with usb ports were missing from the bedroom. I sent a resolution request to her and worded it very carefully as below: 

"Thank you for booking your family with us, we are sure that they enjoyed their stay. Unfortunately the TV remote has been broken and the brand new multi plug USB charger was removed from the bedroom and we can not find it. I managed to find these products from takealot.com as you will see in the links sent with this request. We understand that sometimes accidents happen, and as long as we can just get these items replaced as soon as possible it is fine. Thank you for your kind understanding and co-orperation."

She immediately answered with an apology and accepted the request. However, a few hours later her father called me and very abusively started screaming and shouting adamantly that the tv was not working and that there were no plugs provided. I tried to talk calmly but was interruped continuesly and eventually I had no choice but to cut him off and put the phone down. How do I handle this situation and do I have reason to worry - I do not want a bad review as I am 3 days away from Superhost status and have worked so hard to get there! Any help and advise is highly appreciated! TIA

[Alexandra316]

@Michell1 just as an FYI: guests are not allowed to book on behalf of others, even family members. All guests are to book on their own behalf, so your guest was in violation of Airbnb rules. 

Regarding the abusive call, I would call the Superhost support number and log the situation with them. Then if you do receive a bad review or more abusive calls, you have established  grounds for having it removed (not saying it will be, but more chance that it will be). The guest is in violation of Airbnb's rules also, as described above: their profile should be flagged.

If all else fails, one bad review isn't going to affect your Superhost status. I know it sucks to get a bad review, but it's not going to sink you. Good luck. 

[Michell1]

Thank you for the reply @Alexandra316 This makes me feel much better! I will follow your advise and in future definately won't accept bookings that were not made by the guests themselves. 😉 

[David126]

Record it on the message thread and flag the guest.

I he calls back tell him that the conversation is being recorded and you will be notifying the Police.

[Michell1]

Thanks for this David, I will do so immediately! I appreciate the feedback

[Mrs--Donna0]

Omg, this is crazy, I had someone tried to reach me from Africa, said he is a Doctor, and wanted to book a room for 2 months, but them his only verification was his email address, I told him he was not quilified, and I needed him to take a picture of himself holding a paper with todays date, I have not heard from him since. There are all kinds of people trying to not follow the rules, I do not know what his intentions were, but my immediate thought was that he was fake. Hope everything work out for you, and there are some good advice her.

[Matthew285]

@Michell1, what an unpleasant situation! I am sorry you have been subjected to such poor treatment.

Nobody likes being yelled at, especially when they have done nothing wrong.

This tip is only somewhat related, but I read it once a long time ago and have used it with some success ever since: Sometimes you are in a phone call with someone who will not let you hang up (they always have some answer to your every objection, and keep manuevering the conversation to keep it going). The problem is that as polite people, we are trained to never hang up the phone while someone is still talking. The trick to use is this: Hang up the phone while YOU are talking.

The caller will probably think the line got cut off. They may call back, but at this point you are free to not answer. It is a little weird to do at first, but it feels far less rude than hanging up while the other person is talking.

I have used this trick with sales callers for many years. It works very well. I imagine it might work with an abusive yeller.

Oh, and definitely follow the advice that @Alexandra316 and @David126 provided.

[Michell1]

@Matthew285 Awesome, definately trying this in future! 

[Mrs--Donna0]

I turn down the value and leave the phone on, walk away and do something else, some time when I finally come back to the phone, I might Hello, Hello, are you there? If if feel like answering, I might answer than walk away again, or I might let them get the message leaving them to hang up. 

[Sarah977]

Brilliant! I'll remember this trick for sure.

[Michelle-and-Ray0]

The first abusive word out of his mouth would have been an immediate hang up for me. I will not allow people to abuse me in any way - EVER. As for the yelling, assuming he was only yelling and not necessarily being abusive. I would just calmy say, "If you don't stop yelling I will hang up". Say it even though he is yelling. I wouldn't wait for him to stop since they usually never do. And then immediately DO IT. People will only treat you the way that YOU allow them to.

You got your money for the replacement, so the discusssion is over with the father and the guest. No need for anything further. 
As for AirBnB, give them a call like the other have said.