Is there anyway to get Host support help from Airbnb that isn't from the call center? They all have a script with overly simplisitic solutions. Our guests have smoked on the property and need to leave. Airbnb wants me to give them a refund after significant damage has been caused to the house. (This after they wanted me to reconsider my decision to have them check out).
How do we talk with someone with any authority to make decisions about an actual eviction process? The call center is claiming that they can cancel the reservation but that means I owe them a refund and the cancellation counts against me. That seem wrong.
Help!