What a horrible case you encountered!
As seen the way Airbnb works, the system provides us (as a host) 2 options to give feedback/comment on the recent guest. One review for the guest will go public, the other will be sent directly to Airbnb team for feedbacks we want to secretly share with the team. I believe, in your case, you should inform Airbnb those horrible guests and let Airbnb operation team at each region joining hand to deal with it.
What a boorish guest. I hope all these messages were on Airbnb threads, so no mention of cuncussion was made until much later? You don't say ''everything is wonderful'' if two guests are injured. Do not speak to guest outside Airbnb messaging!
I am so sorry to hear about your experiences.
I would report this to BnB straight away and also flag through BnB that you are collecting the deposit to cover the extra cleaning and that the guest has threatened to leave you a bad review if you do so. The screen shots of his message together with photos of the dog and the dirty stage of the property should be enough proof.
BnB shouldn't allow the guest to leave a review.
Surely if the guests had concussion because of a fall they would have let you know at the time - what's wrong with turning on the lights 😞
Humm. If you negotiated from $250 down to $50, and agreed on that, why would he pay you $200 more? I don't think you can ask him to pay that extra money, even though he is a liar and broke your rules. The thing is, the process is set up so we don't have to confront guests. Airbnb will do that for you.
So, what you can do is collect damages. There is insurance for this kind of thing. Was there damage? Look over the house carefully and list anything you see that was harmed. Then contact Airbnb.
BTW, you listing is amazingly beautiful. I would never, ever agree to anything less than your $250 fee. In fact, I think it might be low.
I've had my first scamming lying renter troll. I dont feel Airbnb has my back regardless of super host status or not. One lie after another to get a refund. Feel anytime the rent/guest does this they need
A good lawsuit on their rear end. Air will consistently console both parties for the business. Smart thing is having cameras on the outside of property. Same guests hollered they fell when they didnt get a refund. CYA...love the camera n ring door bells=)