Prior guest sending me hostile messages

[Robin611]

Hi there.  Need some advice.  I had a guest who checked out last week and they were a complete nightmare.  Left my place messy, they were inconsiderate, disrespectful and the list goes on.  I even contacted AirBNB while they were here to tell them I heard out of control screaming & banging inside my guest house. I wanted to make sure everything was ok. AirBNB informed that I should message on AirBNB messenger so that there was a record.  She never responded.  Damaged a few items, didn’t follow our house rules, left their 6yo unattended while they went into the hot tub alone at night even though I told them that all children under 18 must be supervised by an adult at all times.  I will spare all of the further details.  Checked out and my cleaning girl took double time to clean.  

I left them a  review which was on par with how they were as guests.  She left me a horrendous review, all lies but that was her interpretation.  She was seeking revenge in her review.  Gave me a 1 for cleanliness and my place is immaculate.  

Anyway, in her review she indicated she referred one of her best friends to

my AirBNB.  Pretty telling that she liked our place enough to refer someone.  The day before leaving she said she can’t wait to come back.  Her friend tried to book and I declined the reservation.  Clearly, if it was so terrible as indicated in her review she left publicly, she wouldn’t refer her friend.  She also indicated in her review she knew she would be getting a bad review from me.  She knew she left my home a mess and was horribly inconsiderate.  

Upon receiving my review, she sent me vulgar, hostile, inappropriate messages via AirBNB messenger calling me fu*king c*nt, a fuc*king fat bi*ch and so on.  Then said she was reporting me.  This was yesterday.  I sent a message and called AirBNB and they told me they would look into it.  Have yet to hear back.  Today I receive another hideous message from her with more of the same.  I have not been responding.  

I’m beyond concerned over her behavior and the crazy messages.  They are indicative of the type of review she gave me.  I want her and her review removed.  I will be filing a report with our local law enforcement tomorrow because of her behavior.  

I have near perfect reviews.  She gave me all 1’s.  That’s a concern but my biggest concern is the way she’s acting and further why AirBNB isn’t doing something immediately.  

Any help would be appreciated.  Thank you.  

[Mike-And-Jane0]

@Robin611 You can only ignore the messages until Airbnb deal with them I am afraid.

If I may say so your response to her review is far too long. Your audience is for future people booking and they may find this diatribe unsettling. If you are able to edit it I would change it to something more akin to 'This review is dishonest and I trust the many reviews from other guests will show how our property truly is'

[Anonymous]

@Robin611  I agree 100% with @Mike-And-Jane0  about the Host Response. Unfortunately what you wrote there is more damaging than the review. When you have an unhinged review, the last thing you want to do is make yourself look even more unhinged. Better to show calm and professionalism in the face of madness.

As for the messages - if you're using the Desktop version (not sure about the app) select the offending thread from the Inbox, scroll down to the bottom of the sidebar on the right, and click Report User. Follow the steps from there.