@Allie179 We also had an incident recently that I talked about in the hosting community. This guest showed up with two elderly relatives who decided that they would rather stay in a hotel, and so he fabricated this elaborate story about an 'attack' on our villa by some alleged late-night perpetrator throwing rocks who, he claimed, had miraculously managed to penetrate the walls and windows with one of these rocks and break a vase inside the villa.
Basically, the guest wanted a full refund and promised that he would write us a good review if we could get him one. However, we had never gone through anything like this (and were also having doubts about his story), and so when we contacted Airbnb, they told us that he could only get a full refund if he could produce "written evidence" of the supposed attack. But when we relayed this message to the guest, he became very angry, and so we put him in touch with Airbnb support. Then, when they gave him this message, he turned his anger on us and vowed to write us a bad review--which he eventually did.
Allie, there was so much wrong with this story that we couldn't believe Airbnb would allow the review to stand. In addition to everything that I told you above, we found out that the guest had called the police to try to add credence to his story but that the police refused to write a report because "no crime had been committed," and that none of the neighbours in the resort had heard anything resembling an attack that night. We also asked the resort security to check in on the guest, and when they found no rocks outside the window or evidence of a rock attack, the guest changed his story to say this alleged person had been "banging on the grill" outside the window and that this is what broke the vase inside!
On top of all that, the guest wrote in his review that our villa is unsafe because we don't have security cameras when our listing states that we do not, and that we did not provide him with emergency contact information when I had written to him days before his arrival, on Airbnb messaging, telling him where to find the emergency contact information. He also changed his story yet again in the review to say that it was they (the guests) who had thrown the vase on the floor.
Anyway, we sent all the screenshots of these messages and photographic evidence to Airbnb along with the contact information of our neighbours and the local police--and Airbnb just ignored it all and said that the review would be allowed to stand. We kind of expected that, however, because the other hosts had warned us that Airbnb ALWAYS sides with the (paying) guests. It was just sad to see it happen when the proof that this was a total fabrication was so blatant.
Oh, and then, to add insult to injury, Airbnb wrote to us about a week afterwards to tell us that we would be losing our Superhost status. We had continually been Superhosts almost from the time that we had first started renting on Airbnb, and then, with one review written by an extortionist liar, our status was gone. But as some of the other hosts have rightly noted, we are not going to make that status the centre of our renting Earth, and you shouldn't, either. Just keep doing what you're doing and the good reviews will come again.
Anyway, we're really sorry to hear that you had to go through this, and we wish you good luck in your battle.