I would suggest that your team simply observes the cancellation policy as it is described
I have just had an experience whereby I was legally (and morally ) entirely in the right and yet the refund was arbitraily awarded to a very difficult not to speak of dishonest guest Nobody even bothered to read my side of the story or to check his. Only after a massive fuss with the cancellations department, who, in the mentime managed to write me a series extremely patronising self important bullying standard letters was I able to reverse their decision Airbnb spends its life soliciting owners to introduce other owners even offering enticements , and rewards to those who do, but when it comes to the crunch they always favour the guests over the owner
Which is definitely not the way to attract new clients
