We manage and take the bookings for a lot of holiday homes. We don't get many questions about the properties. What we do get though with AirBnB guests is a small number of very similar complaints - a bit of dust, a cobweb, etc etc - and how the guest had to spend an entire day cleaning. We know this is just not true. This only happens with AirBnB guests.
When they do it, they always come across as "disappointed" - not angry etc. And they are all so similar. I'm convinced it's an attempted scam to try and get some money back.
We had one a few days ago - the cleaners did the clean, took photos for our website - AirBnB guest said it was dusty, dirty, mouldy, smelly, cobwebs etc and had to spend a day cleaning. We have the photos to prove it was clean - sparkling clean. We actually saw the guest out and about so we know she wasn't cleaning.
We are a professional lettings agency. We are not "someone with a spare room". This is not a hobby or a part time bit of cash on the side. It is a proper, genuine business. My business parter and I each have over 20 years experience in lettings - residential, commercial, holiday homes etc. We know what we're doing and we do it well.
We also have our own contract cleaning company and our own commercial laundry. We have all the proper, professional cleaning equipment including carpet and upholstery cleaners, pressure washers, commercial vacuum cleaners etc.
We train our team properly. We have a cleaning manual for staff and specific guides and checklists for each property. On every clean, every cupboard, drawer, curtain and blind must be opened to check and clean. Absolutely everything is done properly. A manager will inspect every single clean. Photos are taken.
The vast majority of guests are impressed. A very small number, always from AirBnB, are disappointed. Fortunately, AirBnB normally provide only about 10%-12% of our bookings so it's not a major issue.