What can I do if I disagree with what the resolution certain had decided?

[Yan1]

I am feeling so upset and angry over what happened with my last guest. Ever since they moved in, everyday I received a complaint about something. On Christmas day, I was told that his bed had collapsed. Although from the photos he sent, it looked like the bed was standing fine just a couple of parts fell off. When I questioned him about how the bed was collapsed, he avoided the question and insisted that I had to go there to inspect. To avoid further issues, I bought a new bed straight away and went there to install. With their written consent, I went there when they were not at the property. The next day, I got questioned by the police, apparently one item was missing from the property.

As a result, they moved out and airbnb decided that I need to refund them every night they didn't stay even though the cancellation policy clearly said that they can only get refunded the night they didn't stay 24 hours AFTER they cancel the reservation. 

I made the mistake of not disagreeing over the phone because I could not hear the person clearly, instead I said 'OK. Please send it to me in a message.'

After bending myself backwards for these guests, I really don't feel that it's fair that I should suffer financially when I had done nothing wrong. 

Anyone knows what I can do in this instances?

[Lisa723]

@Yan1 sounds like a messy situation. Who cancelled the stay, you or the guest? If you cancelled it then you are most likely out of luck. If they cancelled it you could try continuing to call back and open new support tickets in the hope of finding a more sympathetic CS rep. But there are enough messy details here (broken bed, missing item) that even though you are in the right it may be hard to get a satisfactory resolution.

[Yan1]

Thank you for your reply @Lisa723 .

Time to cut my losses and move on. 

---

[Cormac0]

@Yan1 

The filthy scumbags got what they wanted a free place to stay, they decided to ruin your Christmas so you'd do and agree to  anything to get them out fast and that's what has transpired.

Additionally will you be seeking damages for the damage they did to your bed, let me guess no...

[Yan1]

@Cormac0 Thank you. It feels really good to have someone who seems to feel my pain. I've done nothing wrong but tried my best to resolve issues with them. In the end I suffered financially and got questioned by the police over something that I did not do. I wrote a long message to resolution centre explaining all these but they still insisted I had to refund the guest. *sigh* Hosts are so vulnerable when it comes to bad guests