We recently has a guest (reservation for 10 people, 3 dogs) and the guest checked in early. Instead of notifying us the host of her cleaning concerns- she contacted airbnb support. When airbnb support contacted me, we notified them that we live next door and would be happy to meet our cleaners there and the property would be ready by the scheduled check in time. We took video of her complaints that we found to be non existent. There is a small blemish on out bathtub the size of a grain of rice that she insisted was urine. When I asked airbnb support for a clear description of what the guests issues were, the support ambassador swore at me and used unprofessional language. The guest began requesting money outside of airbnb proceedure and i directed her back to airbnb and told her communication and money requests have to go through airbnb. I contacted support again the following day noticing that the reservation was canceled without any communication to me as to why or without asking our side of the story and worst of all, airbnb withheld payout without enforcing our moderate cancelation policy. So this guest (who was only 1 single person at check in) got fully refunded with another stay covered by airbnb. When I reached out to support again, so I could provide my side of the story, I was told that someone else made the decision and they wish me the best. Airbnb never asked for our documentation or for the communication from the guest requesting money outside of airbnb. This guest is a hazard, and I feel incredibly unsupported by airbnb as a host. If I was on day 4 of not responding to a guest, I would be considered a neglectful host, yest support can make changes to reservations and payouts without even communicating to hosts why. I have been an airbnb host for 6 years and am currently a superhost. We have over 500 reviews with a 4.8 rating. I am discouraged that airbnb support is able to curse and swear at hosts in their communication, and then hosts are paralyzed to get any supervisors or higher support when all the proof is in the email communication. I don't want to partner with a entity that does not value superhosts, communicate in a professional and timely manner, and who sides with a very clear and popular scam (as I've noticed is rampant on this community platform). Does anyone know how or where to take concerns regarding support agents and unprofessional behavior? I am moments away from cancelling all bookings and disconnecting my 2 properties and 4 experiences on airbnb due to this issue and would like to hear first if others have had the same issue with support, and ideas of what I can do to get my side of the situation considered?
