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.

[Sarah977]

@Can24  Yes, whenever I've had to contact them about something, it strangely always seems to just happen that the following day or two is their days off. So they always use that excuse for not answering within the 24 hours that they are supposed to respond by. Yet if we take longer than 24 hours to respond to a guest, we're penalized. No days off for us.

[Allison2]

You get ONE chance to leave a review. You also only get ONE chance to reply to a review. If they delete it because you violated the content guidelines you don't get a "do over".

Since this is just one bad review among many good ones, let it go and make sure to check your reviews for anything that would cause them to be removed in the future.

https://www.airbnb.com/help/article/546/what-is-airbnb-s-content-policy