Problem with the Airbnb workers and a guest

[Can24]

We have some problems with a reservation. But the team didn't answer our questions very quick. Every e-mail comes when 24 hours pass. Then we have to wait 24 hours again. They leave us alone. What does it mean the status of superhost then? We sent e-mails to the airbnb collegaues. One of them went to an unexpected journey. Then he suddenly came back. The other one didn't reply anything then she suddenly turned back and deleted our reply of a comment which our guest wrote. Because airbnb workers thought  it was irregular.

We are superhosts and we are alone here. We know we live in a poor country. If we live in England like my problem guest, they would better cared for us.

We had some problems with a woman. We wanted our broken door lock's price from her. Airbnb investigated this situation. Also she wrote comments about my looking and personality and also she wrote about a threat. The threat which airbnb investigated and at the end they decided her to give me money. But they didn't delete my guests comments about me. We wanted to answer it and we wrote some sentences about the investigation which she did the same. All of them was deleted by Airbnb. And now nobody replies our e-mails.

We want to write a new one. Because this is not fair. There was an investigation. Someone wrote a threat about us and we couldn't do anything.

Also we want answers about that situation detailly. Because we wrote the airbnb stuff one by one. We wrote the sentences of hers and wrote near them why it must be deleted and why it is a irregular sentence.

But they turned us with that sentences: "We are sorry...

"Thank you but....

We didn't get clear explanations. They always told us there was no violation. But they didn't tell it technically and detailly.

So we want to communicate with Airbnb lawyers. Our lawyers wants to talk with them. Is there any possibility?

Also we want to write a new reply to our guest but airbnb didn't let it. Is it fair? Did you ever see this before or did it happen to you before? Now in our profile someone wrote about a threat. And we can't write anything. We can't delete her comment we can't write anything. What can we do? Please help us.

[Kath9]

@Can24, I'm sorry this happened to you. It's very strange as both you and the guest seem to have otherwise excellent reviews, so not sure what has happened in this case! However, please don't think that people anywhere else are better looked after by Airbnb, because they aren't. You have great reviews, so maybe just try and let this one go and other guests will see it in perspective.

[Can24]

@Kath9, first of all sorry for my bad english and thanks for your reply. The reviews of me and hers aren't important in this case. The important thing is she wrote a comment about me. And it is open to the public. And i can't reply it. I tried it but airbnb deleted it. And now they didn't give me a second chance. The system doesn't let it. And it is very but very funny and it is not professional.  Now i wanted from them to call me. I know there are a lot of workers at airbnb who knows Turkish. They called me 2 months ago. But now 24 hours passed but they can't find a person who knows Turkish. Because i can't talk very well i can only write a little. I don't want to try and let this one go. Because we did our best to her. But her intentions are not good. And she wrote something about a threat. And we want to reply it. But no one e-mails us. Also we want answers technically. No one answers. We want to comunicate with the airbnb lawyers. They don't reply our lawyer questions. It shouldn't be like that. If trust is everything on Airbnb (they always tell you that) you must give people chance. If trust is everything on Airbnb, they must delete this comment. Let's think this comment is not a lie. Then why airbnb let me have her money? One side we were happy but the other side they did things which confuses us a lot. She also wrote about the house. (Smoking and lock) All of them are written on my profile. It says smoking is allowed and i didn't put any ticks near the door lock. But she wrote it. Now everyone thinks that i told her there is lock and we don't smoke. It is not a fair thing. The comment is full of lie and irregular. And i still believe there are some guys on airbnb who wants to care this situation.

[Kath9]

Hi @Can24, I reread her review and agree that you should be able to have this review removed or at least be able to reply to it. Her comments are defamatory at the very least. Airbnb have a history of not looking after their hosts that well and I imagine the staff are pretty thin on the ground in Turkey. I really do wish you the best of luck with it.

[Can24]

@Kath9, here now we open our arms and prey the God 🙂 Because some people think this is a game. And some people thinks Airbnb is a game area. And this is not proffesional. Airbnb gives workers salary to help hosts and guests. But they dont reply to us. And one reply for every 24 hours is not enough. And we are superhosts. And this is not a game. I am 38 years old and i live for my honor. Someone must write us the reasons technically and detailly. We don't want this kind of sentences: It is sad to say that I cannot remove the review.

We want answers and we are still waiting. Also why they dont want to give lawyers information? we can't understand? 

[Tracey207]

Sorry this has happened to you. You are not alone.

If you mentioned the Airbnb investigation in your reply to the guest, that is likely why Airbnb deleted it. Mentioning the investigation is against Airbnb terms of use.

Do you have a local phone number to call Airbnb? If so, try calling...it is faster than waiting 24 hours for a response via email.

Good luck!

[Can24]

thanks for answerinf @Tracey207. i have a telephone with credits Tracey. I once tried. And in 30 seconds the calling shut down. Yes because of that Airbnb deleted it. But i want to write a new one to defend ourselves. But the website dont let it. Why? Is it fair for you?

[Ann72]

Send a message using Twitter to @airbnbhelp.  If you're a Superhost you can use that method and you should get a quick response.

[Can24]

@Ann72 i will try it now. Very thank you 🙂

[Can24]

@Ann72 i wish i would send the whole conversation but i cant do this. Because i am sure they will delete it again. Because they still dont want to write a reason for it. They still continue to write weird sentences like "We are sorry but...", "We reviewed your case again but..." I am tired of asking the same thing again. İ know my english is not good but this is not the reason. We only want to know an explanation. We want explanation one by one technically through sentences. Because we wrote her sentences one by one to them. And near the sentences we wrote the airbnb rules. Also they still ignore our lawyer question. Why dont they want to give the lawyers emails or mobile phones? Are the lawyers of airbnb secret? Or the workers are afraid of the airbnb lawyers. Because we and our lawyer (she is also the lawyer of european union) is pretty sure that it is illegal.

[Can24]

@Ann72 Now i sent the problem through Twitter. They responded very fast. But they told me that they don't answer e-mails if they had final decision :))) and i told them where the final decision is. Because i asked lawyers e-mails and i asked about a second chance and the possibility.

[Sarah977]

@Can24  Telling them you already had a decision on this case was a mistake. The whole point of getting in touch in a different way is that you are hoping for a different resolution. So you should always present it as if you are just getting in touch with them about an issue for the first time.

Too late for this one, maybe, but something to know for the future.

[Can24]

@Sarah977 i wish i would send the whole conversation but i cant do this. Because i am sure they will delete it again. Because they still dont want to write a reason for it. They still continue to write weird sentences like "We are sorry but...", "We reviewed your case again but..." I am tired of asking the same thing again. İ know my english is not good but this is not the reason. We only want to know an explanation. We want explanation one by one technically through sentences. Because we wrote her sentences one by one to them. And near the sentences we wrote the airbnb rules. Also they still ignore our lawyer question. Why dont they want to give the lawyers emails or mobile phones? Are the lawyers of airbnb secret? Or the workers are afraid of the airbnb lawyers. Because we and our lawyer (she is also the lawyer of european union) is pretty sure that it is illegal.

[Sarah977]

@Can24  I'm sorry you're having such a frustrating time with this but...

You aren't being dealt with any differently than Airbnb deals with everyone.

Airbnb won't release information about lots of things- they've delisted hosts from the platform who can't imagine what they've done wrong and Airbnb refuses to tell them why they were delisted. (that would be like getting fired from your job and your employer refuses to tell you why you've been fired)

If you mention anything about an ongoing case or a resolution in a public review, Airbnb will delete it.

You can't revise a review or rewrite it once it has been submitted.

What you call weird sentences, is how they talk to everyone- "We're sorry but...."  "We can sympathize, but..."

This is just how Airbnb operates and while it makes all of us mad and frustrated, and they should be a lot more open and accommodating, you're not being treated any worse or differently than anyone else gets treated.

Good luck.

[Can24]

@Sarah977 the interesting fact is her review is also about an investigation. But they kept it. Also her review is full of lies. İ sent a lot of photographs and screenshots to them. They always says "Truth is the most important thing on airbnb". But we see it isn't.

The other most important thing is that they don't reply to you. They even didn't say "Can this is our last e-mail." I asked them a lot of questions but they still don't answer. But if a guest have a problem with me they find you and call you. Next time i will do the same to them. İ will reply them 24 hours later. Also they lie about the replies. They went an unexpected journey. They alerted their friends and told me to wait. A lot of funny things.... 

Last month i had an illegal reservation. A man reserved the room for another person. İ told it to airbnb. But they replied me 24 hours later. And i had to welcome him because of airbnb. And the guest destroyed my house. At the beginning airbnb told me that it is illegal but it is your choice. When the guest wants money they tried to cut the reservation short. They told me it is illegal. I told them if it is illegal you must cut at the beginning. You replied me 24 hours later. They changed their decision after 24 hours. But i had to talk three different airbnb workers. I am trying to say that the workers dont know anything. Choose your manager carefully.