Hi Nikolas,
I know where you are coming from, the same thing happend to me Last June 2017, Airbnb cancelled the booking of my guest in my behalf and even tried to penalized me with a $ 50 penalty fr cancellation and blocking the dates for my calendard. let me share with you my experience
A guest booked my house for one night checked in by 2pm on a very clean house, they where 23 person in which 18 person is my maximum capacity, they where settled already having dinner and enjoying my swimming pool, by 7pm the guest message me that my house if full of pest "Black Bugs", i message her back saying that just turn of the lights and the Black bugs will go away, i also explaned to her that my house is located near a rice plantation area and im not the only one affected with this but all the house in the whole community, the black bugs is a pest coming from the near by rice field and its a natural phenomenon that we do not know when it will arrive even the local authorithy does not know what to do and it was the first time that this phenomenon happen in my area. But the guest insisted the they are un comfortable and it bothers them, we tried cleaning the place for them as much as we can, then again we are not the only one affected but the rest of the community around 28 houses with swimming pool having their own guest at that time. Take note my guess is a local Filifino guest and they should know better than my other foreign guest.
This guest tried and persuaded AIRBNB to cancel her reservation in my behalf making it like the Black Bugs was there upon their arrival and making the issue so big so Airbnb can Cancel and make a full refund of $ 300 USD to my guest, the bad side of it was the reservation was asked to be cancelled after 7 hours of staying at my houe enjoyed the swimming pool and used electricity for my 4 bedroom listing, and to my surprise my guest who asked for a cancellation still stayed till the following morning had breakfast, sing in the Karaoke machine at 7am took a shower and still enjoyed my facility even though their reservation was cancelled by Airbnb in my behalf, and you know what they left my house 2 hours before the agreed check out atime at 12 noon.
This is very disappointing on my side given that there was a bug problem and my guest feels uncomfortable they should have left my property the moment they experienced the Black bug problem, i have raised this to Airbnb's attention and they where also surprised that the guest was still at my house at that time i tole them that this certain guest just made a hustle just to get a free accomodation, but Airbnb Customer experience response was their decesion is final and can not make a refund on my side.
I feel that as a host we are a HOSTAGE by Airbnb because they have the ability to cancel a reservation with out checking with the host on what is the real story about a complain of a certain guest, i even told Airbnb what if i have a sack of cockroach then a let them out in my host property and take pictures then claim for a full refund what will they do? There is no check and balance with this kind of situation and we as a host has no full pretection from Airbnb.
Sad to say situation like this happens, but my only concern is balance and just cancellation by who ever represent Airbnb Customer experience department.
Thanks,
Greg