Poor Customer services and experience with Airbnb

[Sabyasachi1]

Airbnb support center provides horrible service. There are no updates from Airbnb sometimes over 24 hours, even days. I have to call them to get updates, and a new representative asked me to provide the story from the beginning, that I have been providing over and over. One of my guests made two long-stay reservations, one over 30 days and another for 44 days. I have firmed the cancelation policy for the long stay. Airbnb contacted me after 48 hours and asked me to allow them to cancel his 1st reservation since the guest's Airbnb mobile app didn't work and he was unable to cancel. I have allowed to cancel him with a full refund, at the same time I verified with Airbnb if the guest wanted to cancel the second booking. The customer service confirmed that the guest doesn't want to cancel the second booking. After a few days guest requested to cancel the second booking with a full refund. I offered him a 50% refund and he offered 70% refund. Then he started using abusive messages, text messages to my cell phone, hashing messages, etc. I have reported Airbnb and no action had been taken. I accepted to refund him 70% and contacted Airbnb to complete the cancellation process, but no outcomes, even no updates from Airbnb customer services. The guest has been sending me a message for a full refund and the cancellation from my end. No action from Airbnb. Guest sent me a message that he will commit credit card chargeback and file CFPB. No updates from Airbnb customer service. I have decided not to cancel the reservation and zero refund from my end.
I am really surprised by Airbnb and its service policies. They put all the headaches on the host

[Emiel1]

@Sabyasachi1 

Both reservations are "long term stays", having the "long term stay cancellation policy" attached.

Both reservations are not providing a refund for first 30 nights. So technically the guest is entitled to receive a refund for 14 nights on the second reservation, if cancelled before check-in.

It is the guest's responsiblilty to cancel a reservation, if technical issues the guest can contact Airbnb.

You  have no obligation to refund more then the cancellation policy calculates.

And if you decide to provide more refund, you can do it yourself via resolution centre, after the reservation is cancelled by the guest or Airbnb.

You can report abusing messages to Airbnb via the "flag" link on the message, also provding the option to block the guest (recommended after case is closed)