@emilia42 @Georgie10
Sadly they do not follow through on this and do not support hosts at all, even where breach of local Government COVID19 requirements occurs. And yes, all of the worst case scenarios for hosts will indeed eventuate.
In our case, despite our clear, firm house rules noting that only registered guests are allowed in our property (and building), a guest brought unknown, unregistered visitors into the property (neighbours contacted us due to noise from people entering and leaving frequently, and we then checked the external security camera - also noted in our house rules and listing details), and even confirmed they had done so in writing, contrary to our house rules and more critically Government contact tracing requirements.
The guests were obviously annoyed that we called them out on this breach of Government Health Regulations and had to make numerous attempts at contact to get the contact details of the unregistered additional guests for contact tracing purposes, and, surprise surprise, Airbnb allowed a retaliatory review giving us *1 star*, and saying that they felt they had no privacy as we watched them constantly via security camera (when the only reason we had checked the camera was because of their breach of house rules and Government Health requirements!) Of course Airbnb offered no support, and they refuse to remove the review.
An aside, but an example of how ridiculously skewed the system is towards supporting rogue guests at all costs;
this 1 star review comes off the back of two other separate guests who also breached house rules regarding unregistered visitors. One resulted in a 2 star retaliatory review, and another resulted in sickeningly stressful punishment dolled out by the Airbnb CS rep against *us*. In that case the guest attempted to blackmail us into cancelling their one month reservation and refunding them in full when we simply reminded them that unregistered guests/ visitors are not allowed inside the property. They threatened to lie to Airbnb that we were making them feel fearful for their safety, unless we processed the refund. We called Airbnb proactively and told them about the threats of blackmail, asking for assistance in navigating the situation and breach of house rules during a pandemic. Long story explained elsewhere, but the guests did then indeed call Airbnb, lie outright that they felt threatened by us (as they had said that they would do), and Airbnb refunded their one month stay *in full*, leaving us with rogue guests still inside our property, the responsibility to remove the rogue guests on our own shoulders, and the decision that we should receive nothing as income for the entire month. Worse, that we should be out of pocket, given we received nothing to cover even the extensive cleaning costs required due to Airbnb's COVID cleaning protocol, after the guest and visitors had been inside the property. We also ended up with one month of our calendar blocked as punishment by the Airbnb CS rep, and the cancellation done by Airbnb in our name, impacting our cancellation rate and Superhost status.
But after maintaining Superhost status for over 6 years this is lost now anyway due to Airbnb's insistence that the two obviously retaliatory reviews cannot be removed.
So, nope, don't believe a word of it. Support will not be forthcoming, even when guests breach Government Health requirements.
