I have an urgent matter to discuss with Catherine powell
Can you please help me
Guests stained my rug and I told them we will remove it with water overnight.
Guests ruined my natural fiber carpet by trying to get the stains out with vinegar and baking soda; leaving a big white bleach stain even though they where told we would get it out. When I told them their action now permanently stained my rug and they would have to replace it they became aggressive and started threatening my hostess. Whom told them to please deal with me directly.
In the message thread they repeated that if we did not make them pay for the damage they would not leave me a negative review.
They threatened us with a negative review in lew for money. Which is not allowed.
I called in as I did not know how to handle it and the ambassador assured me to stay calm and make sure I do make a claim as soon as guests checked out which was next morning. I told him I don’t want a bad review as I did nothing wrong. He assured me that the review would be removed as it is in policy that what he write is a threat of a negative review in exchange for money.
I felt assured. Come next day guest left the review and I messaged on same threat to remove it. But at 3:30am get an generic answer from someone else stating the content has been reviewed and it won’t be removed. It is not the content but the guest threatening me is the reason.
The review should be removed confirm the extortion policy Airbnb has.
Simone else picked up the case not looking into it and just sent a generic response.
If you can please remove this review by Lotis
I do not feel safe with guests being able to threaten us and then leave a bad review
Please see documentation for proof.
I am a super host since it came out and this brings me down a lot! Please help as this is now keeping me up. And please I ask not to be contacted at 3:30am but regular daytime USA hours