I have one very frustrated situation. The guest automatically confirmed the reservation in 24hrs before check in, then after 1.5 hour later request to cancel. The reason is his daughter ‘s passport is expired ( for this reason I definitely doubt, even until now Airbnb hasn’t received his proof) . I set up strict cancellation policy on my profile which is definitely no refund. And the cleaning lady starts her job immediately cause this reservation is rush booking of his check in time. However after I refused his cancellation request, I saw the ridiculous review on the public page with 1 star ratings with very bad comment showing up. I immediately phoned case manager deal with this review , after she talked with community centre, she determined to remove the review immediately. I think this is all done! But, the story hasn’t ended, after several days later, I received an email that is from another case manager, he ask me to kindly refund this guest if I can, which is my kindness can built my good reputation in the future business . I was very defensive with his attitude, Why he stand out forcing me do something which I don’t want to , It was very stressful situation as a host, especially nothing is my fault, I just followed the standard cancellation policy, I choose this option because I want save my time and protect myself, and I believed this case was closed before. Now the funny thing that is they retrieved the guest’s review on my public page , as same as yours, even they didn’t step a foot in my house, how come they allowed to evaluate my property . OMG! I can’t believe that, I was being fooled by them. Case managers! Do they get professional training?
