community rules and Airbnb Support arrogance (Michel)

[Taieb0]

Hi everyone.
I'm a host and I've been part of the community for just under two years.
I'm happy to be part of this community.
two days ago I had an unpleasant experience with an Airbnb Support (it's called michel).
I explain better.
3 weeks ago I had 2 guests for a 5 day stay.
on the fourth day the guest leaves the house without notice, telephone contact or agreements.
in the afternoon he sent me a message, to say that he has a wife who is not well and has had to go home early.
he asked me if it was possible to get a refund for the untapped day.
having regard to the situation of the guest, I did not want to avoid a negative or positive reply for the reimbursement. I answered, we finish first the practice of the stay with the release of the feedback, then I have no problems.
After 20 days. the guest opened a dispute requesting a refund.
The Airbnb employee supports Michel. he accepted the guest's request without hearing my version without even contacting me and he took my money from my account.
And when asked for an explanation via email, he replied that they are the rules of airbnb www.airbnb.it/help/article/1320 (serious illness)
But I pointed out that this rule has nothing to do with this situation, because
This rule is valid only before the start of the journey and the guests' check-in. in addition there is a deadline (14 days) within which the guest must submit a refund request to airbnb customer support.
And all this has not been done.
The response of the gentleman Michel was arrogant and inexplicable, this is part of the text: Airbnb reserves the right to make decisions on a case ... We must be compassionate, rather than just being nice to each other.
So the rules have nothing to do with it, so why did I take money from my account?
I asked again for clarification to know how to behave in the next few times.
If I have to rely on rules or sympathy / dislike, nice ugly, high, low and so on
He did not answer, he only took the money from my account.
So I wanted to ask you if anyone knows how to do, who I must address to have the answers reasonable and comprehensive. and some justice

[Linda108]

@Taieb0 If your guest experienced an "extenuating circumstance" for the cancellation and provided proof of the issue, then your cancellation policy is void.  Also, you will not be given the reason for reasons of privacy.  Usually, a guest will be forth coming if the host is not accusatory, so what did the guest tell you of the problem?

I don't know if you have ever been a guest, but stuff happens and guests need to be able to cancel. I think the issue is that Air BNB does not require travel insurance and only the host is the loser.  Sorry this happened to you.

[Taieb0]

the problem is not the guest, nor a problem of money. personally I think that the guest has had his problems (more or less serious) that forced him to return earlier than expected. but the way Airbnb Support (it's called michel) managed this practice, that I find a strange, arrogant and outside of every rule. 1) the guest made no refund request through the official channels (booking pages "send or request money"). 2) Airbnb Support (it's called michel) accepted the host's request without contacting me to know my version. in spite of the fact that I have contacted airbnb customer service by phone to ask to speak with him or her. (nobody called me back). - 3) Airbnb Support (it's called michel) has justified its decision (via email) which is based on the rules www.airbnb.it/help/article/1320 (serious illness). this is not true this case has nothing to do with this rule. 4) Airbnb Support (it's called michel) has justified its decision which is based on compassion and humanity - then Airbnb Support (it's called michel) hide behind a wall of silence (no more no answer). I do not give up and I go on until some reponsible of Airbnb customer service gives me reasonable answers

[Sudsrung0]

Thats the rules of airbnb dont beat yourself up about just move on,

Couple of years ago I had a guest wanting to cancel on the day of arrival and this was on Tripadvisor he couldnt provide proff and he tried to make his claim through paypal but I have to say Tripadvisor backed me up and declined his claim for a refund and we eventually got paid 

[Taieb0]

Thank you so much for your support and understanding
I do not give up and I go on until some reponsible of Airbnb customer service gives me reasonable answers
thanks again

[Mary4894]

I myself am getting sick and tired of the airbnb arrogance. Who do they think they are to try to educate, reprimand, punish hosts.  What mentality is this that I have to tolerate?

[Helen3]

Hello @Mary4894 

Difficult to comment as you didn't say what your specific concerns are . However if you don't like how Airbnb operates exercise your choice as a customer and use other listing companies /market your STR directly.