My guest was aggressive and violent. She was having issues with parking in the garage. I went to the listing in person to escort her to management (not sure why she couldn’t do this herself) but she refused to go. She told me to “go fix it”, then slammed the door in my face. She had already been texting me threatening me with a lawsuit, threatening to physically hurt me and calling me all sorts of names. So I then asked her to vacate the apartment because I didn’t feel safe. When I knocked, the guest was livid and ended up punching me. She was refusing to leave. So I contacted Airbnb, told them the situation and then alerted security in my building about the guest. She took 24 hours to get out of the apartment.
When corresponding with Airbnb, I was told over email and over the phone that my payout would NOT be affected. “Your payout will not be affected by this cancellation. You will get to keep your full payout.” NOW Airbnb has decided to refund the guest $984 for her stay... I’ve contacted Airbnb and they have said they have refunded the guest. With Zero acknowledgement of the fact that I have it in writing a promise of a full payout. I am now taking a huge loss and I am so sad. I had faith in Airbnb to support me and have my best interests in mind. Doesn’t seem right that the guest got a refund when she was violent.
