AirBNB cancelled a current reservation on my behalf without inquiring with me.

[Cherie-And-Lacey0]

I had a guest do an instant booking the day before their stay dates. They booked a two night stay. They are also a "superhost" on AirBNB. So anyways, the guest asked about a sun shower and picture of the showers were sent to her the night before she was set to arrive, with no response from her. The following morning AirBNB texted out a reminder to give the guest our property details due to it being their check in day. That text was received at 6:50 am and the address details and lock box code were sent out to the guest. 3 and 1/2 hours later she messages me and says that she wants me to cancel her stay. I told her that I could not and that it had to be done on her end. Being a superhost, she replied that she couldnt without there being a penalty for her and she requested to move her stay dates to two months away and stated "perhaps she might stay then". On a side note- her arrival time at the property had came and gone about an hour before she is messaging me this and she has my property details and lockbox code. I called out to AirBNB support and they said that I could decline to move the stay without being penalized and that since she wanted to cancel, she would have to on her end. I have the listing set to the moderate cancellation policy (5 days prior). They told me to not do anything with the reservation since I was not the one that wanted to cancel, so I did not. A few minutes later I logged into the AirBNB app to see that her reservation was cancelled and it said cancelled by ME, she was fully refunded and I was charged $100. Finally after an hour+ on the phone with support, they tell me that they cancelled the reservation due to a broken shower on the property. They did not inquire with me about any showers on the property, but went ahead and cancelled the reservation, with the individiual already having all of my property information, it being after check in time for that reservation, the moderate cancellation policy AirBNB coached me to put into place and basically support is telling me that it is my loss that they cancelled the reservation without inquiring with me. I am not happy, has anyone else experienced this?

[Emiel1]

@Cherie-And-Lacey0 

"Being a superhost, she replied that she couldnt without there being a penalty for her"

This is nonsense, as she cancels as a guest. Nothing to do with "Superhost".

[Cherie-And-Lacey0]

@Emiel1 She clearly had the knowledge of cancellation penalties and wanted me to cancel, when that was not my wishes.

[Cherie-And-Lacey0]

@Emiel1 And instead pushed the booking to a date that she could cancel with out penalty. I havent used AirBNB long, but have begun to research and get familiar with these things I would have not known when I was using AirBNB as a guest. I also have not had another guest do something like this, which makes me believe you'd have to be put in the situation to know to do something like that.