@Adrien95 , @Christine611
Yes, we've had similar experiences and were completely let down by Airbnb, even after presenting irrefutable evidence, and the guest even admitting it. We received nothing.
But I'd like to comment about "moving to other platforms", and I've even considered starting a thread on it, because that topic comes up so often after getting shafted by a guest, and subsequently, Airbnb.
So, here's our experience, for what it's worth (trying to be brief about a really complex issue)
First, we've spent years developing our ratings on Airbnb. We work really hard at it. It's extremely important. Not only for listing placement in search pages, but also because in our case, we're on a tourist island, but well "off the beaten path".
We're not on the beach (which is the idyllic setting for almost all guests searching), yet due to our high ratings, we end up intermixed in the first few pages of most searches, whether the guest searches for beaches or not.
One extremely important strategy to achieve consistently high ratings is to be sure you set expectations properly, and then consistently exceed them. We are very clear that we're a countryside villa, not on the beach, and then explain the benefits of that.
The result is that often (very often), we are introduced to those searching for what they believe is their idyllic holiday, only to be shown that there's another, perhaps more interesting alternative.
I don't know how many guests have remarked that they would have never booked our villa if they hadn't been presented with it in the first place. And they're glad they've been introduced to something they didn't realise could be so satisfying.
....So, hold that thought.....
As a result of our recent, and increasingly more frequent disappointments with Airbnb guests, and Airbnb, we've created listings on the other major platforms. And I can tell you, it's going to be a long road to even getting intial bookings or anything attention at all. On other platforms, we show up on page 75 or something, simply because we have no ratings, no history.
Another thing you can be sure of, is that in terms of host support, they're just as likely to be as disinterested as Airbnb.
So, toss away any illusions that anyone else is going to support you in any better way. That's just not the nature of the business. It's the >guests< that do all the buying, not the hosts. Bookings is what their business is all about. Host support is just a somewhat necessary evil. And in some cases nonexistent, such as in the case of booking.com.
So, while you should indeed start listing on other platforms, don't for one minute expect that anything much will come of it for a long, long time, or that they'll support you or get better quality guests. No matter what they claim.
And definitely don't close your listing on Airbnb. You have much too much invested in it. It will hurt you.
And protect yourself. Nobody else will protect you. That's just the nature of this beast.