Airbnb fails to protect guests from bullying and harassment from hosts
Description of complaint: I am filing this complaint because I believe Airbnb failed to fairly apply its published Reviews Policy and failed to adequately explain its decision. I had a four-day stay booked at an Airbnb property in mid-July. When I arrived, the air conditioning in the unit was not working. I attempted to resolve the issue through messages and a video call with the host and her husband. During that call, the issue was not resolved, and I was told there was nothing they could do that evening because it was after 10:00 PM. Throughout the interaction, I found the host and her husband to be rude, confrontational, and dismissive. As a result, I no longer felt safe or comfortable remaining at the property. I checked out after approximately two hours, found alternate lodging, and contacted Airbnb Support. The host continued to send me harassing and demeaning messages after I left the property. Following the stay, I left a factual review describing the maintenance issue and my experience. In response, the host posted a review publicly accusing me of being "a liar" and "a racist." These are serious personal accusations about my character rather than descriptions of my conduct during the stay. The host also admitted in her review of me that the AC did not work when she turned it on. I appealed the review twice and requested that Airbnb identify the specific provision of its Reviews Policy that permits a host to make these types of accusations in a public review. Airbnb repeatedly responded only that the review "does not violate the Reviews Policy" and directed me to the entire policy without identifying the specific provision supporting its decision or explaining its reasoning. Customers deserve transparent explanations when a company declines to enforce its own published policies, particularly when serious accusations affecting a customer's reputation are involved. I am requesting that Airbnb immediately remove the review from my account, Desired settlement: I am requesting that Airbnb immediately remove the review from my account as it violates policy, that they hold the host accountable for their unprofessional conduct, and that they issue a formal apology to me.