Full refunds without asking hosts permission

[AZ-Housing0]

From what I know it used to be that airbnb used to ask or at least notify hosts before refunding in full to guests for any reason. Looks like it is not the case anymore, I got a second case where I am notified post factum. Any idea why is this happening? Also anyway to reverse it, CS just ignores my messages. Guest lied saying they never stayed in listing, but I have them in ring doorbell. 

[James--Pad-A-Terre-0]

Yes I just had the same experience.  CX sent a tricky guest a refund with zero explanation and she is still in my flat!  I consistently get 5 star reviews and am a super host.  I don't do a lot of my business with ABNB and plan on doing much less if any.  Their way of working is controlling and cannot be legal.  They use call centres with staff who are not trained and have too much power.

How do you contact people who are accountable in this huge faceless company?