Hello Pat, same here it is a nightmare.....
In 10 years of hosting 20 listings on airbnb being SuperHost, I have never felt so unsupported by Airbnb Superhost support.
I recently received an extremely negative review as retaliation for not granting a refund to a guest who made false statements to get a refund
I provided documentation to support my decision, I exercised my right under Airbnb’s policies to deny the refund after providing proper documentation to support it.
Yet the retaliatory review still remains and Airbnb support has been completely unresponsive and dismissive, I only get automated answer as" it is not against airbnb policy".
In the review, the guest accused me of racist behavior, which is completely unfounded—especially considering that the guest and I are sharing the same ethnicity.
I reached out to Airbnb support multiple times to have this defamatory review removed, but no action has been taken.
Now, it seems the guest had heard about my request to remove his review and that I reported his profile, he has escalated the situation further.
I recently received an email from Airbnb customer support regarding a claim of discrimination made by this guest without any documentation about any racist behavior while I do have many evidences about his false statements ( pictures, outdoor cameras videos , messages... )
This is beyond frustrating and deeply upsetting, as I have reported the guest’s inappropriate behavior multiple times, yet I am now the one being accused.
I have never experienced anything like this before and truly need help to resolve this situation.
The emotional distress this has caused me is overwhelming, and I feel completely abandoned by the platform I’ve been loyal to for so many years.
Please, I need your assistance in addressing this matter fairly and promptly.
