Guest demanding refund

[Ilka-and-Dave0]

I had a guest that stayed two days. Two days after check out she demanded a full refund. She claimed a lighbulb was out, sink clogged and spec of dirt on window sill.  Things I could have fixed in 20 minutes had she contacted me. NEVER  a word from her while she was there.  She also stated any single imperfection in the apartment and took pictures.  UNBELIEVABLE.  We have an impeccable Airbnb record and it sounds like she’s trying to get free weekend. She’s new to Airbnb and has no reviews, except the one I wish I could retract. Anyway, we are in the resolution process. Any thoughts or advice?

[Paul154]

#1. Don't get defensive and flustered. She's playing you by hoping you'll get offended

#2. State your case clearly and concisely to Airbnb.

#3. Offense is the best Defense. "Guest had removed the light bulb." "Guest cooked pasta, but did not use colander." "Guest told me she just lost her job, was disappointed that I did not extend her reservation for free"

#4. Although it is troublesome, always take pictures of room before guests comes.

[Ange2]

@Paul154Great advice.

@Ilka-and-Dave0    Two days after check out!  

I quoted Airbnb policy back to them the one time this happened to me.

Airbnb says guests have within 24 hours to make a complaint for it to be valid.

Airbnb policy

To submit a valid claim for a refund:

" (b) you must bring the Travel Issue to our attention in writing or via telephone and provide us with information (including photographs or other evidence) about the Accommodation and the circumstances of the Travel Issue within 24 hours after the later of (i) the start of your booking or (ii) you discover the existence of the Travel Issue , and must respond to any requests by us for additional information or cooperation on the Travel Issue;"

[Ilka-and-Dave0]

Thanks. I will do that

[Ilka-and-Dave0]

Then why did Airbnb accept her complaint about 48 hours after check out?