Salut @Eady9,
I still can see your listing in your profile. Your listings haven't removed.
Obviously, you received a negative review from Adrienne. It may cause your listings are under investigation by the speciality and temporary unlisted.
After the review, guest must be involved via Airbnb to complain about your listing violating the terms of services.
Since the support team mention that " they don’t have the authority to unblock your account "
The manager in charge of the case may contact you very soon by phone or via email. Do keep your phone beside you at all times and respond to them carefully.
Do contact the Help page on the site. You can chat with someone almost instantly here.
Request the team remind the manager who handles the case to contact you immediately.
You can visit the Help centre from times to times until you get a response from the right person.
In future, in case you have a negative experience with the guest, please do inform Airbnb of the incident that happens to prevent your rights from violations objection. I have learned from my experience, unlisted for a week with nowhere to found a respond, helpless.
In the meanwhile, I can't read your listings, did you allowed the guest to smoke in your apartment?
Did you keep it's clear in your listing announcement of " No smoking " conditions?
The previous guest may smoke in the apartment before Adrienne arrives.
In your reviews respond-
在入住当天接到房客反馈之后就安排了阿姨去打扫,按照她的要求把竹叶窗帘每一片都擦过,然后按照她的要求买了香薰,相当于同一天当中阿姨去打扫了两次,如果是前一个客人确实有过抽烟现象,出现了过敏的反应我们愿意赔偿,但是在阿姨都完全清洁过之后当时Adrienne也表示OK的情况下....."
You've taken care of very well the incident that happens and does the right things. Yet, you need to acknowledge o Airbnb keep these in the record.
Be mindful that, guest can still complaint to Airbnb after the check-out date, being a response to you
"I'm ok ", doesn't mean " I'm satisfaction "
Therefore, it's very important to admit the fact with Airbnb.
Keep cool! be patient, hope you can solve it's out 🤗