Mistakes of Airbnb's Customer Support Staff or Airbnb's Managementtrained them to cheat hosts???

[Vy6]

I had 1 guest booked in November 2019 to stay in July 2020. He canceled in March and per my Strict Cancellation policy, guest would be refunded 50%. I did receive an email in March confirming that 50% right after guest canceled.

On 28 May, more than 2 months from the day guest canceled his booking, Airbnb's CS contacted me asking if I could consider to fully refund to the guest, I said NO, and that CS sent me a message confirming 1 more time that guest would only be refunded per my cancellation policy.

Today, I received 1 new message from that CS telling me that guest would be fully refunded because he had sufficient documents?

Is it a joke Airbnb??? 

@Lizzie, @Stephanie: is it a joke??? 

[Gordon0]

I assume the guest's booking subsequently fell into the EC policy timescales, hence the refund. Not much you can do about it, @Vy6. 

[Vy6]

No matter what, guests must submit relevant documents within 14 days after they cancel bookings. In this case, that guest submitted after 2 months since he canceled his booking, and was accepted. By accepting that, Airbnb is against their own rules, and that action of fully refund is illegal.

[Gordon0]

As much as I feel for you, there are no laws to be broken here, so it isn't illegal per se, @Vy6. Airbnb make the rules, and they can (often) break them too...on a whim.