I also had a guest that booked for 31 days($2,000). Policy states a guest with 28 or more days is not entitiled to any refund. This guest called airbnb CS after staying one night and stated my doors whouldnt lock and i had maggets in the fridge. This was highly confusing for this has never been a issue from any guest. Long story short i proved that she lied once i did the guest canceled (which means no refund for the long term policy states). 5 days later she calls airbnb CS and tells them i didnt have hot water and she had proof(a 24 second video with her hand under the water).
Without speaking with me the agent issue her a full refund. I figured that i will have to do what i did the first time she lied and give proof that water/hot water is included in my rent. After sending all the docments,(1min long video of my hand under the water, my rent bill that shows water and hot water, Gas Bill) to prove that if there is no hot water that would mean there is no water(anyone staying in a apt that offers water in your rent, knows that you pay for water and hot water).
After a week of calling and getting the same answer from CS everytime i called (i will put a note in the case and he will call you shortly). I never got the call until i said im not getting off the phone until i speak with him(i hate i had to act in that manner). He finally gets on the phone and tells me my proof is not vaild ?
SOMEONE HELP !!!!!! This doesnt make sense if airbnb has policy why are they not following them ?
