I am seeking justice and don't know who to talk to. Airbnb customer service won't help and they even removed my response to his review.
This guest told me he would come with his girlfriend only, and his "girlfriend" picked up the keys in the afternoon. Around 11:35pm, he checked in with more than 10 strangers to my shared home for party. With full of fear (they already smelled like weed and alcohol), I had to immediately refund him and ask them to leave. He has received every dollar from me but lost Airbnb service fee and cleaning fee (these people were wearing shoes sitting in bed, and the toilet was already used). Because his party plan was cancelled, he left a very ugly review on my page as revenge. What's more, in the next few day he kept harassing me with the money he lost but had no knowledge that was airbnb service fee. I lived in fear because he talked aggressively through phone message, and he knows my address. I also had to change the entrance lock.
How can a guest who didn't even stay and got all the refund still be able to leave a review? I worked extremely hard to keep my listing 100% 5 stars over the past year and half. This single bad review won't effect my business very much, but I am so surprised that more than 2 case managers didn't help me and I feel they didn't even want to help me. The last manager even removed my response to the review which truly stated the fact.
I lost belief in Airbnb Customer Service, who supposed to listen and help. Does every single victimized host deserve an ugly review?
