Strange exchange with CS

[Inna22]

Last week I was fortunate to avert a party (which is a whole other story). I called Airbnb in the evening when my suspicion was growing and asked them to reiterate my house rules to the guest. I called them on the way over to kick the people out and I called them on the way back so everything is documented. I of course left them an appropriate review. Funny enough, when they were all walking out cursing me, each one took their trash and put it very neatly in the trash bin so I gave them five star for cleaningness. What's fair is fair :). When I was done with the review, a pop up came up that said that based on the words I used in the reivew, they think I had a problem and would  I like airbnb involved and I said yes, assuming they would remove the person from the platform after looking at the facts. CS reached out to me and asked for some information which I provided. They replied asking for a ton more. At that point I asked the purpose of this exchange. I told them everything was documented thoroughly though the night, the guest has already left, reviews exchanged, money paid out. Why are they giving me homework? They asked for more information and documents I had to provide when I tried to file a host guarantee. I never heard back. The guest is still on the platform. 

[Andy2146]

Sorry to hear about your bad experience! Hopefully it's the last one for the near future. From the few times I've had similar situations, I've discovered there are different departments at Airbnb that handle different matters. For example, when I've had to go to the resolution center, there have been two separate agents who are handling the claim. One 'team' specializes in one area that the other doesn't.

So in your case, it seems like there was a second team following up on your review response that likely works independent on the agents you had been talking to. Yes, they should look at the notes, and they may, but it seems like they want to build out the case with their own fact-finding. I try my best to answer them with a smile because I know they're doing their best to support me as a host. 

Hope that helps and fingers crossed you don't have any more headaches!