Hi I am facing a really weird situation that I need help with.
I have a listing in my apt (I live in a 2 bedroom) and I am renting 1 room to guests and living in the other room.
So far so good with airbnb never had a bad review and everyone were happy and I got to meet amazing people.
However, I had a last minute booking from a guest who asked to check in earlier and stay for x1 night.
I said Okay that's fine with me since I had trust(Even though I thought twice before accepting since the guest had no reviews, and was only looking to stay x1 night)
They came to my place and were very very noisy (Which is not part of the house rules) and I have asked them to be quite since we live in a quite building.
They were still noisy but I took it.
during their stay I asked them if they need anything and if I could help them with anything and they said all is fine and asked for an Iron and I helped them.
At the end they broke the house rules but I didn't mind since I know I am in the hospitality business and they left the house.
4 days later I recieve a request for a full refund by the guest stating that "there were roaches in the room the towels were thrown the door was not locked and they felt unsafe?"
Really? I have 5 star reviews only and they also left me a 1 star review (Breaking my super host status).
I got very nervous about this and called airbnb and explained that even during the stay I even wrote to them if they need anything let me know I'd be happy to assist".
I also have pictures of the place before arrival(I made them during the night laundry and clean towels since It was last minute booking).
What do I do from here? my reputation on airbnb is important for me and I take pride for my great hospitality. I feel like the guests are manipulating the system (They never had airbnb reviews or stays before) and screwing me over..