@Jeff512
Unfortunately what we tend to see here is one side of the story.
Customer support are not hell bent on dudding the hapless host! Because a guest wants a refund does not mean they are automatically going to get it. Each decision is weighed up according to its merits and conforming to Airbnb policy. Individual CX do not make up company policy on the run, they adhere to guidelines! But they will interpret a situation based on the communication they have.
None of us know what has brought hosts to this situation but I will lay a bet it was not just a case of a blatant misunderstanding of an accurate listing description so the guest got their money back! It is not as simple as that, and we never hear the other side of the story!
I have worked in Airbnb support and I can tell you it is the most thankless job on the face of this planet! Everyone who comes to you has a problem, and most of them are angry. They expect and demand validation of something that cannot be automatically validated and they want to take it out on someone!
I can tell you now, the fastest way to get a case closed against you is to demand action, rather than ask for help! I understand, a guest has done the wrong thing, turned what should have been a profitable exercise into a financial disaster and in the heat of the moment, you want action and frustration can get the better of you.
But I have always found in life, a smooth measured calm request always gets you further than brandishing a big verbal stick!
Cheers.....Rob