Salut @Steve2844,
We has similar experience like you.
Guest don’t read the check in information messages via Airbnb, after booking.
On check in date, guest called us in the busy hours and we missed the calls.
Guest make the cancellation via Airbnb get the full refund.
Airbnb agent cancel on our behalf with full refund to the guest, block the calendar and penalty the future payout payment.
We has learned the lesson.
Since then, for some ‘ new Airbnb users’ we will keep sending the check in information via Airbnb messages and phone SMS until they respond , to avoid the same incident.