Why does AirBnB give full refund without giving host a chance to fix simple issues

[Jenny-and-Claes0]

Our guest did not tell us what she didn’t like in our 4.9 rated suite by over 200 guests that we have run successfully for 11 year in spite of our specific instructions in RED letters up front when she arrived.

Instead she complained directly to AirBnB one day after the check-in day and unfortunately AirBnB has changed their policies to give guests a full refund, without even telling the host exactly what the guest complained about until we asked AirBnB and they told us to have our cleaner fix these simple issues. Our cleaner was on the way to fix these 3 simple issues less than one hour after we got the list, when AirBnB finally told us the guest never moved in the day before and they gave the guest a full refund.

We therefore lost the entire income for her 2 nights!

Does anybody have a suggestion how to get AirBnB to help a host to avoid this loss of income by giving the guest a full refund, even after the guest waits to complain after the first night, in spite of our specific rules to our guests to complain right away after check-in?

[Paula]

Hi @Jenny-and-Claes0,I'm sharing 👉here some conversations related to this topic that were discussed by our hosts. Hopefully, this will give you some ideas on this matter.