Hello, we had a problem with a host through airbnb. We have stayed at their flat with them. Late at night, they left the flat without any notifications and we have locked the doors for safety reasons. They returned past midnight around 1am and rang the doors which we opened and then yelled at us for locking the doors. That was a really unpleasant experience for me and my 60 year old mother. After that, they haven't apologized and made us feel uncomfortable at their home. And even after that they went and wrote the inaccurate and offensive review on our site based on their fault. We have sent them a message asking them what is the reason for doing that because we are the ones who also started to advertise and what they did was wrong towards us when they replied in an inappropriate way with swearing. They have also said as a part of the extortion that we should have been nice to them if didn't want that. Not only one of the hosts has acted inappropriate, put us in unsafe situation and used inappropriate and very offensive language, We have also contacted customer service department sending them all the details and conversation and all we received wee some generic responses and no adequate resolution. We have asked for this review to be removed and for this host to be warned upon their behaviour towards guests but there hasn't been no action from the side of Airbnb representatives. Then we have asked for official complaints procedure since we are not able to get any resolution and the people handling this enquriy haven't sent this to us after more than 4 attempts and asking. They have instructed us to send the information through this portal, ask for help and formal complaints procedure so we would appreciate if we could get help. Many thanks.