I had a guest who booked one of my rooms for 6 nights and then extended his stay for another 4 nights. He did not use his room during the last night because he went on a business trip with his partner but kept his key and left the lugguage in his room. A day after checking out he demanded a total refund because he said that I racially profiled him and that he felt uncomfortable during his whole stay.
His accusations are totally untrue, either he twisted the situations or he outright lied. After me refusing to give him a refund he filed an official complaint with airbnb (I had already informed airbnb of the situation before the complaint was made and talked/emailed the relevant department who assured me that there would be an investigation in which they would ask the guest of proof and also consider my previous records with guests).
Following the complaint I received an apparently automatic response from the department, which cannot be reached via phone, informing me that my listings have been blocked (I cannot take any bookings) and asking me to confirm that I agree to airbnb's policy of inclusion.
I have answered this email but have not received any further communication from this department, have not been told of the exact nature of the accusations and not been asked to respond and give my side of the story.
So I feel I am considered already guilty and I am worried that airbnb can withdraw money from my account even without my permission and without giving y reasons for it and that they will rather believe the accusations of my accuser because that would be politically easier for them to do.
Please help !!!! Any advice would be appreciated !!!!