I am at my wits end and would really value your advice and help. Ideally I would like to know who to escalate this to as I am not getting anywhere with the support team.
I am a Superhost and have been on Airbnb for 3 years with no complaints and glowing reviews. My last guest requested to leave early due to "hidden cameras and listening devices" and the place not being clean.
I use a professional Airbnb cleaning company who also have outstanding feedback and look after a lot of homes. I have 1 Camera which is in clear view in the garage (This is clearly stated in my listing in all the required places and I even have added this in my policies and rules). I DO NOT have any hidden listening devices or cameras in the house. My house is in good working order and clean. It is older style and not all appliances are new but they are clean and in excellent working order.
I believe that this Guest is delusional as his review is blatantly false and complete slander. Airbnb allowed him to leave early without even contacting or discussing this with me which has already resulted in over $1800 in lost income. In addition my account (I have 2 properties) have been suspended. His blatantly false review has resulted in a large loss of income and emotional stress.
I have tried to call various times over past 48hrs and been told my issue has been escalated but still have had no response to my messages or calls. I finally got a call from Airbnb yesterday expecting a response to my query but it wasn't about my message but rather it was investigating the guests complaints that there are hidden cameras and listening devices in my home. Complete rubbish. I don't understand why Airbnb has actioned the guests complaints (guest has no review) and have still not responded to me a Super Host with outstanding reviews.
Today I received a message from Airbnb stating I must remove all hidden cameras and listening devices immediately before my Airbnb listing can be reinstated. I CANNOT comply to this as there are NO hidden cameras or listening devices for me to remove!
I have already lost out on 2 weeks rental and potential for more over the busy holiday period. His review is LIBELOUS and causing me emotional stress (I have cried several times) and a large financial impact (this is my only income).
I feel so helpless and just need to know how I can escalate this so I can have a proper, informed discussion with a human being who can listen to reason and help me. I am open to all suggestions. I don't want to take legal action but I will if I am forced to.
Thanks for your help