Hi Francisco.
I had the very same thing happen to me yesterday. I had a guest who did an adjustment who wanted to stay just 2 nights instead of 15. So, I declined it. In the meantime, I called Airbnb and Diane spoke to me. I asked to see what was going on. I explained the story why the guest wanted to leave. On the first night, the guest contacted me to show her how to get the washing machine to work. So, I went over and did so. The next day, she wanted to cancel because someone followed her in the streets ( As if it's my concern ). Then she wanted to blame the mosquitos ( I have fly screens all over the place. ) Then she blamed it on her feeling cold at night ( When all 3 AC's where on. Not obvious she's going to feel cold?) and stated that she did not have any blankets. I told her that in the apartment, there are blankets. So, she then was contacted by the case manager ( Gemma P ) who promised me that she will not get a penny as I am under strict policy. The another case amnager interveined ( Jenny ) who told me the same thing.
The next day, Gemma P called me to tell me that I will not get the full funds as I had to go take a blanket. I explained there were blankets. ( What do you expect me to do? Go sleep over to keep her warm? ) So, she asked me if I would give her ( The guest ) a refund. I told her we are all her for business and not negotiating on it. She told me as a case manager, I am giving her the funds for the nights she won't be staying. Nice one Airbnb you don't even know your policies (If the guest cancels less than 7 days in advance or decides to leave early after check-in, the nights not spent are not refunded.) I even threatened to remove all my properties with Airbnb and cancel all bookings. She slapped me with a penalty if I did so. And does Airbnb thing I can't play my game too? I can easily change my bank to another.
. This happened to me last year too and the year before.
I will never ever trust them again. I already opened an account with Booking.com
JC