I am a medium-volume professional host. I have just seen a weird jump in guests wanting refunds for absurd things since the new year 2022. Yes more than last year. Today I see Airbnb has a whole new format for the guest requesting a refund... I assume this is their way of cutting costs for agents speaking to guests
Here are a few highlights
1. About ten days ago I had a guest see a SINGLE palmetto bug and send a photo of this one bug to Airbnb... Airbnb agent did not even call or message me before turning my payout to zero. They then allowed the guest to write a review bragging about how they got a full refund and then Airbnb "put them up in a hotel" to boot.
I complained bitterly about this and got my payout reinstated (this could be due to it being a tiny payout and my high volume status). The agent who reinstated it kept pretending to misunderstand my question about the risk of this happening in the future. I asked about 12x over a week's time. All I really know is they will not remove the guest review... despite the fact it uses the word "infestation" which is not accurate for seeing one endemic bug... and they want to leave it published even though he advertises the refund and the free hotel stay Airbnb gave him.
2. The next guest was about 5 days ago. He was wanting a full refund because he found some of the unit owner's mothers art to be somehow offensive because she had a couple of little "devils" showing in some childlike paintings she painted of her grandkids in their halloween costumes. This unit has been a "bed and breakfast" apartment for 30 years with the same art. No guest has ever complained. This relative is also an artist who has been featured in museums! In this case the guest hit a brick wall with Airbnb.. who told him the owner's religion was not part of the refund policy (LOL) so then this guest tried to throw a curveball and complain the back door was not securely locked. The door angle ALMOST worked but I really stood up for myself and the agent saw it was just a last ditch attempt for money. I will likely only have a bad review and not have to fight for money to be returned.
3. Currently I have a guest who chose to book a tiny cottage that was for railroad workers to live in during 1850. It is a historic relic. It is preserved and adorable and cheaply priced so constantly booked. It has a 4.93 average with over 100 reviews. This guest told me his special breathing problems are making it impossible to stay there because he thinks it has mold or mildew. Which it does not. His photo evidence is pathetic including discoloration of 150 year old floors which has been the same for the 7 years I have owned it.
This is where I saw the new format. Everything is new... the title of the message, the label on the app inbox and the wording on the resolution center. I guess Airbnb knows this volume is increasing but I wonder why they don't just copy the successful competition and step out of the middle??!! Why do they want to be the dorm mother forever and handle every single absurd complaint directly like this?