I have used Airbnb for 9 years, all with positive reviews, and recently have had a very upsetting experience. My family and I booked an apartment in Paris, and I messaged with the host before booking the unit to ask if there would be cribs present for both of my small children (infant and 2 year old) to sleep. She assured me there would be, and so we booked the unit.
When we arrived in Paris, there were no cribs present (and the unit was much too small for two cribs to safely be set up in any event), and so we were forced to leave and book a hotel, as it was the evening and my children needed a place to sleep.
The host then proceeded to berate me over message, accusing me of lying (before she knew that I had videoed the unit before leaving to show that there were no cribs present). She then messaged me the next day, telling me she went to the unit, and sent a picture of cribs (which she had clearly placed the next day). This would have been fine except we had already been forced to make a hotel reservation the night before.
Initially, Airbnb was great, and refunded me and canceled the reservation. However, despite that, the host was able to leave me a review, where she again accused me of lying, and then added an accusation that I stole the remote control from the unit (which of course is untrue and defamatory). Airbnb removed the review, several times, and she keeps escalating to get it re-posted. What can I do to stop this repeated harassment? I am so exhausted from trying again and again to keep these lies off of my account.
