HI @Amy24
I actually caught my guests smoking IN my house because they thought we had gone to bed. We allowed them to stay but reminded them that its a NON SMOKING house only. Well, sadly they were caught smoking again the next night, just outside the kitchen, and the smoke went everywhere in the house because we keep all of the windows open. We asked them to leave. They refused and Airbnb was contacted as well as the police. They were removed from our home, and booking was cancelled. But somehow, they were able to leave a nasty review, which I discovered just minutes after it posted. Airbnb removed the review and called me with their apologies.
Im curious, why didn't you write the review to include they broke the smoking rules so other hosts would know about this as we can't read the private stuff you wrote? Or am I missing something because you do allow smoking? Its extremely important for other hosts to know who is breaking rules in case we get a potential booking from them.
The guests from China who did this in my house were actually removed from the Airbnb platform, so they can't even do this to another host in the future. (This is also the same guests who fractured 3 of my toes) so they were removed for more then just "breaking my smoking rule".
Keep in mind, whether or not someone leaves a bad review, you do have the opportunity to leave a PUBLIC response right under their review that appears on your listing profile to address any of their "concerns" or to thank them for being such great guests who left a wonderful review. I write a public response to everyone. Good Luck.
If you feel that me or another host have helped you, feel free to click on the "thumbs up" button at the end of any post. Thank you so much.
Aloha, Momi
Great way to contact Airbnb or via Twitter at AirbnbHelp / Facebook