My guest was asking if she could leave early after 6 weeks out of a 6 month reservation. Of course I requested that she would still pay per the long term stay cancellation policy.
Long story short, she contacted COVID and did not want to tell me.
After I declined her request she indicated that she received apositive COVID test 3 days prior and intended to move out after her quarantine end of November.
She contacted Airbnb and explained the situation. Of course Airbnb called me to see if I would agree for her to move out early, told Airbnb customer service I am OK that she is moving out early but that I need to have costs for extra ccleaning and lost business. Received an IM from customer service if I would be ok with a future amount of x to get this all closed. She would send an approval request for me to review and agree. After that I see the reservation updated to the end of the month, and a reimbursement from my account to my guest for the days after Nov. 30th she already paid for. I never agreed to this. Never accepted anything. Called Airbnb customer service again, another case manager confirming future payment into my account, to retract and confirm that this is not a credit to my account but payment to my guest.. Case manager closed the case.. I reopened it claiming i never accepted. All of the sudden Airbnb customer service claimed the excruciating COVID policy applicable in this case. This policy was in place for reservations earlier this year but not when my guest booked and required an positive COVID test results which my guest did not have in hand. Called in several times into Airbnb customer service to get dropped, opened cases that got closed again. Talked finally to a manager that offered 100 bucks but could not do anything and the case is closed. So Aibnb leaves me high and dry. Spend 4 hours on the phone with case managers. No way to get reimbursement for the additional cleaning costs, the 5000 bucks I lost on business...no support
Now the guest claims they need to stay longer bc the latest COVID test was still positive but I have new guests checking in on December 5th.
One of the big questions is if Airbnb can claim still the excruciating policy for this booking
