Airbnb not respecting cancellation policy

[Stephanie1324]

Hello was wondering if anyone has experienced Airbnb giving guest a full refund and not respecting your cancellation policy. 

I had guest book at 2am fully aware that there was snow coming down and chain requirement was issued. The guest called me at 8pm stating they either didn’t know how to put on chains or didn’t have any. They wanted a full refund. I stated no as I let me know prior to ensure to check weather and road condition and that they required chains. Airbnb gave it to them and are not providing us with justification. 

[Helen3]

I would appeal against their decision. 

Did they contact you to ask about this before making their decision? 

[Stephanie1324]

No one from Airbnb contacted before making this decision. They said they won’t even share what the guest submitted as proof to validate the cancellation. I would like to at least know general idea of what was submitted. I have tried to appeal and they told me I would have to wait until the case manager is back on shift.