Just another heads up to my hosting friends and collegues
Airbnb just gave one Australia guest a full 100% refund based on a document synonymous with a US restraining order against their travel mate companion because the travel companion had done what's described in the restraining order between the time they booked the reservation and check in date. I'm set up on the strict cancel policy. Airbnb resolution center only gave me a vague "reason" why they decided on the 100% refund by sending me a link with quite a few conditions on it:
https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...
Airbnb resolution has not indicated which condition in the policy document they applied to make their decision. How would this be educational ? It is not. How does this help me as a host make better decisions on refunds? It does not. How does this improve Airbnb's brand-reputation ? It does not. The guest hears me refuse their request then hears airbnb honor it. The guest goes away thinking woah -- that was scary -- for a while there I might not have gotten a full refund. I think I'll book on some other platform in the future. If Airbnb explained why they take their decisions - we as hosts would act on the same page and guests would feel safer booking on the airbnb platform.
There is no condition on that policy matching the condition described in the attached restraining order. The closest topic is about violence but that still does not match with what's described in the restraining order.
I know, Airbnb decisions are immutable. Still I consider this another clearly unfairly adjudicated resolution costing me thousands of USD, airbnb failing to make this a teachable moment and a guest perhaps less inclined to book with airbnb going forward.
I don'
*sensitive infomation hidden in-line with the Community Guidelines - Community Center Guidelines)