I am having the same situation now.
A "guest from hell" was originally going to book a 6-month stay; then, the day before, changed it to a 16-night. She asked for the same reduced rate as when she was doing the long-term stay (warning sign).
My mom was visiting when the guest arrived, and looked at me and said she *immediately* could tell this guest was going to be high-maintance/trouble.
The guest immediately started complaining that it was cold in her room. (I keep it 68-70 degrees in the house). I brought her, no kidding, ten blankets. She continued complaining about a "draft." I spent hours dead-bolting the window and covering it in a towel. My mom and I both went up to the room to check, and it was very warm. We observed no draft, before or after.
She then wanted to keep her door open, because she thought she'd be warmer. I told her that would be fine, but that I do have a dog, and my pup would likely come upstairs to visit her if she did so. She then requested I buy a doggie gate. And also buy plastic and curtains to put over the windows. I politely declined and told her that's not how I run my house.
I checked in repeatedly during the rest of her stay, and she didn't appear to have any issues. The guest went home for Thanksgiving, and said she'd let me know when she was back. I saw her again on Monday, and she was moving her things. She said the apartment she'd be moving into was available early, so she was just moving some things over.
Later that night, I returned home to see the door to her room was open. I messaged her, and did go upstairs, worried my dog would be up there. The room was totally empty -- the bed was stripped of all sheets, the mug and water glass missing, nothing anywhere. I messaged the guest in a panic -- had we been robbed?! Where were the sheets?! Was she leaving early?!
Without messaging me, she'd decided to move to her new place early, for good. She said it would be easier to get into a work rhythm there, with her commute. I said totally fine. I did explain, unprompted (she didn't ask) that I had a strict cancellation policy -- clearly stated on my listing page -- and that I couldn't offer refunds unless there was an extenuating circumstance or issue motivating a guest to leave, etc. I told her, since she chose to leave of her own accord, no refund would be possible, and thanks for staying. I also told her, if she chose not to cancel, I'd leave her room as-is until the end of her stay period; and it obviously wouldn't be available to other guests to book.
Flash forward to Thursday, day of her check-out:
I receive a message from a case manager saying the guest wants to adjust the dates of her stay to a Monday check-out, to be refunded for the other nights. I patiently explained that I have a strict cancellation policy, and can't do this. I also messaged the guest, asked what was up, and politely explained this. The case manager totally got it and closed the case.
Flash forward to Saturday:
Got a message from a *new* case worker saying the guest was requesting a full refund. Wouldn't say why.
I responded and explained that this seemed like an error -- the previous case was closed, and I was in the right. Plus, the guest had expressed no issues, other than being cold, which we resolved.
I sent several messages checking in, with the case worker AND with the guest ... and no response. Finally, I wrote back, and said I assumed the case was close.
Flash forward to today:
Just got a message from the caseworker saying she'd refunded the guest $120, and that I had committed serious cleanliness and temperature infractions. This was the FIRST time I heard about guest complaints, and they were vague. The caseworker said the guest had documented them. The issues included: being cold -- though the caseworker noted I had bolted the window shut, and brought the guest 10 blankets; there being a dead bug on the windowsill (?!); and stained bedding.
My linens are BRAND new, super fancy, and cleaned after each guest stay. This guest stripped the bed after she chose to leave, and I think there are a few small stains on the bed's futon-topper -- which I inherited -- and the pillows, which are vintage. They're perfectly clean. But, most of all, they're covered up by the sheets and blankets and pillow-cases normally. This ABSOLUTELY would not have impacted the guest's stay. This is totally and obviously someone fishing for a refund.
I'm livid. I've been on the phone with AirBnB for 2.5 hours already this morning and have been disconnected and not called back each time. The case worker won't respond. This guest is clearly scamming; and, what's worse, I was *told* by a case worker, when I called in about her fishy "I'm so cold!" complaints, that this is likely what was happening.
Is there anything I can do?! I've written back multiple times saying I want to speak with a supervisor and/or a new case manager. Nobody seems to help. It's an impenetrable and disgusting labyrinthe.
As a SuperHost, and after ALL the work and time I spent trying to make sure this super-high maintenance guest was comfortable, I feel so abused and disgusted.
So disappointed in this community. It's all gone south over the last 6 months. Guests have become terrible. This used to be such a good community.