I had a guest cancell a booking due to cancelled flight. There are other low cost tickets available for these dates and of course the guest gets the cancelled tickets refunded. There are no other reasons given for cancellation but still Airbnb lets the guest have full refund even though I said no and I have stict cancellation policy. The case manager that handles the case did not respond to my email where I protested and when I called Airbnb I was told that she would be in this morning and would call me. When she did not call me I called Airbnb and was told that she would not be in for the next two days. I was not allowed to speak to other case manager and denied to speak to a supervisor.
I have a masters degree in business and was a branch manager in a service company for years. This would never have been accepted service level in our company. When someone is on holiday other employees step in and solve the problem. I think Airbnb should realize we, the hosts, are also their customers and without us they would not have any business.