I am a remote host. A recent guest checked in around 9pm, and an hour later cancelled his booking. I have a strict cancellation policy. He came with two other people (my policy is a max of 2). The 3rd person has no place to sleep. He stayed the night despite his cancellation, and wrote in the morning to complain about noise - dogs barking in the neighborhood, and a chainsaw in the morning - which was someone cutting their lawn. He requested a refund. The noise expectation is made clear under ‘potential for noise’ in my description, house manuals (online and in-house), and check-in info message that I sent him 3 days before his checking in date.
This guest had also changed his booking twice, within days of his check-in date, which I accepted on both times without hesitation.
He has broken my rule, cancelled his reservation before even spending the night, spends the night, and then complained in the morning (after the fact) about the noise. Of course he couldn't sleep - there are only 2 sleeping spots. The futon in the picture doesn't work/mattress is lumpy.
He takes the issue up with the Airbnb Support Team who speaks to him about the rule breaking, and factors outside my control. Airbnb then sends me a link to review the guest and the guest to review me. I question this move since their guidelines under Dispute Moderation for Reviews state that "Airbnb allows reviews for any cancelled reservation after 12am on the day of check-in."
He cancelled first before he even stayed (or supposed to) stay at the property. Why is he able to submit a review when he should not have been on the property at all upon cancellation. I'm concerned about the legality of this move, and of course, the unjustifiable drop in my ratings/rentals.
Thoughts/ suggestions most appreciated.
Thank you
