Airbnb let me get scammed by a guest

[Mathew58]

I got scammed! Airbnb allowed a guest to check into my house, use the hot tub for several hours, make a mess, and allow their dog (pets are against the house rules) to chew the table / chair legs of my dining set, all before canceling the reservation same day. When the guest realized they might get in trouble for the chewing damage, she then staged some photos to make the place look dirty and was able to get Airbnb to give her a full refund without support calling or messaging me first. I tried claiming the damage deposit but Airbnb decided to let the guests keep the deposit. Apparently that decision is "final". They've also said that the host guarantee doesn't cover any pet damage in your home. The status of the reservation is now "host canceled" despite zero involvement from me.  I think the support specialist may have falsified some information since she wasn't supposed to cancel/refund without getting my side of the story first so she set the reservation as "host canceled" to cover her tracks. I'm at a loss for what to do and I don't think I've ever felt more disrespected.

[Pete69]

Take 'em to court. That's your next step if you want to pursue it further.

I always shoot video of the state of my guest suite before guests check in. At the start, I video myself announcing the date and time, just in case a guest tries to argue that it was old video. I also shoot video of the sticky note that says "Welcome [name of guest]" that I leave on the door. With video to prove your case, even Airbnb is not going to be able to rule against you.

[Mathew58]

Wow it's amazing that you would have to do that.  I think I get it though.  The guests during COVID have been especially worse and I may have to take your advice on that.

[Anthony223]

@Mathew58   Really sorry that you have had this experience, Matthew.  And yes, guests have been much worse since the virus started.  I hope that somehow you will get this sorted out.