Inefficient Support Agents to protect Hosts against malicious guests

[Shuchi7]

Hi Community,

I am writing to see if any of you have experienced challenges in dealing with Airbnb Support while trying to mitigate situation with malicious guests who would cause damage and then complain and demand refunds from us . Unfortunately, we encounted such situation and were shocked to see the lack of support from Airbnb and while we were away on vacation during the holiday period, it was extremely frustating to see how ineffective the support was and them trying to blame us without digging into the actual situation. 

I am planning to take this up with Airbnb leadership as this has left a bad taste in our mouth and we are contemplating if this platform is even supportive of hosts . Your feedback and suggestions would be helpful.

Thanks!

[Helen3]

Difficult to make any suggestions as you haven't said what issues you encountered @Shuchi7 

[Rosie-Amber0]

I’ve had a similar experience where Airbnb completely supported the guest wither even asking me for my side. 
i tried to complain and was not listened to. The guest was even refunded the cleaning fee.