@Kim376
Kim posts like yours concern me! My name is Rob, I am an Australian Airbnb superhost and proud to be a part of the Experts group.
All we want to do is help Kim....everyone who comes to our level of support has a problem, most are angry and simply want validation of something which cannot be validated.....they want us to bend the rules to suit their circumstance.
I can assure you every compaint, every claim is looked at thoroughly. None of us go out of our way to penalise a guest or a host!
We understand that every now and then something will fall through the cracks, and a case can always be reopened if that is appropriate.
The pressure that a company agent is under, for every legitimate issue there will we eight that are not! They will be because a guest made a hasty decision and now wants a full refund for an indiscretion they made....a host cancelled a reservation because they forgot to block their calendar.....a host is claiming $7,000US for an outdoor setting a guest damaged with a cigarette butt, that cost them $450 in Paddy and Morgans trash and treasure sale!
The company do their best to be fair, but you cannot begin to imagine the pressure they are under.
Kim if you feel you are being hard done by use this link....
https://www.airbnb.com.au/help/contact_us#/
If you 'Message Us' it will come to my group...and we will do our utmost to sort out your issue! If we can't we do have a 'hotline' to God!
Please don't be too hard on us Kim...we do try!
Cheers.....Rob