Guests came to house on 20th Sept, we didn't have guests for over a month, due to Civid developments etc. in our country.
They appeared a lovely couple, weather had been very good, and house was clean, aired etc. I informed them if any issues I was only adjacent to the house and I will try and sort their queries.They arrived 2 hours before check in, this was not an issue for us. The gentleman was out in the garden under the sun, which appeared to be normal.
That evening, they were driving in and our of our gateway, ( again normal, as most young people head out and get takeaway and return to house), then we noticed they backed car up to the door, and left, we then noticed keys left in door, didn't know if they had left or not. Then received message about an hour later to say they had left and house was damp and it stank, which we were not happy to hear and that they headed to a hotel.
I messaged back to say sorry to hear this, that the house was not damp, possible cleaning agent smell, but that I couldn't get any smell and said to come to me if any issues and that I would try and rectify ( this is said to all guests), and that I would have offered our other house to them. He wrote back a few hours later, acknowledging the house was not damp or any cleaning agent smell and that he didn't away to bother me with it.
I wrote to Airbnb help desk, during this time, before getting last message from guest, messaged back that they would get in touch shortly. Waited by computer as received no update. Sunday, I tried Airbnb help desk, again the same message, that an expert would contact me back. By the following Thursday, 5 days later, I phoned them, again the lady said, that she could see this was been dealt with and that she would add not to my issue for an expert to contact back urgently, still no one rang or contacted my.
Today I wrote again, and again, informed I will be contacted soon. Now my guest as written a review, I am worried that it may be quite negative, as I was not given a chance to rectify issue with guest, and any guidelines from Airbnb. We are quite upset about this.