Clever way for guests to overide your strict cancellation policy with the help of Airbnb support!!!

[Villaeora0]

Recently after nearly 10 years of hosting on Airbnb and most of those years as super host, 

a guest managed to overide my cancellation policy and get a refund for a stay by sending photos to airbnb support of my listing stating the villa was dirty and there were insects, plus cats and dogs roamed freely. (I should point out we are in a rural area and I have one dog and timid cats who stay in my area.  I also put this fact in my listing description so there should be no surprises) 

The shots were close ups to the point of distortion and in some cases I could not see what they were.  Yet without even getting my side of the story they were allowed to cancel 

I am trying to escalate this issue as per below :

I find it totally unacceptable that you put hosts on the same level  as  guests who are not tried and tested . The photos are not dirt , they are just close ups to the point of distortion would I be so unprofessional to have such a product? . I am shocked that you trusted this guest who has no reviews against a host of 9 years and several times super host who has welcomed over 800 Airbnb guests . I demand to escalate this issue as I feel insulted by the way this issue was handled. . Before taking such a decision I suggest you see my revenue over the past 10 years ( including the very difficult period of COVID ) . I am thinking of stopping my cooperation with Airbnb next year because you so easily allowed an untested guest to overide my strict cancellation policy . My husband also informed me that a when they arrived they asked to reduce the length of stay , to which he refused , and the result was this . They found an underhanded way to break my strict policy , with your help. So if this the best you can do to solve this unpleasant issue , I demand you escalate this to your supervisor . I feel very frustrated and insulted .

[Annie1372]

@Villaeora0 

Your situation is terrible and very sad

Unfortunately I have read the same story many time from other host here over the last few weeks.

here in the Community Center, we are other host just like you, trying to help other host & guest.

to escalate your issue, contact AirBNB customer service and contact them often, meaning daily

good luck

[Villaeora0]

I did many times but I have hit a brick wall . 

[Villaeora0]

In fact the last answer I got from a supervisor ignored my position and told me the decision can not be reversed . Still I’m incredibly pissed off with Airbnb