I want to address this because personally I have had very few horrible guests and when I have Airbnb has been on my side and things were resolved to my satisfaction. BUT I have a friend that I introduced to hosting and she has had more than her share of problem guests and has yet to have a good CS experience or for Airbnb to support her & I have heard this from other hosts. So, why are my experiences producing a positive outcome for me?
1- Document everything, especially related to the guests issue. I take photos with time stamp after my cleaner leaves and before the new guest checks in & I take time stamp photo when they check out.
2- Keep as much of your communication with guests in the Airbnb system; this helps in documenting complaints and your efforts to resolve, and Airbnb can quickly access them to read what guest & host each say. ** Keep all your communication professional, non-emotional & to the point of the problem. If statements have been made in person or via text or phone refer to those so they now become documented on the Airbnb thread. ie. Per our conversation on the porch concerning....
3- Call Airbnb as soon as the problem arises. Often the first person to call in & tell their version of the problem gets the advantage & sympathy of the CS agent, so they don't intend to take a side, but it is human nature, so get your side told first.
4- When communicating with CS stay professional, keep emotions out of it. Be detailed specific to the problem and don't go off on a tangent. State when you have done to resolve the problem or what you are waiting on to resolve the issue. CS has told me in the past, "We appreciate that you are doing so much to solve the problem, because some hosts do not." Yes, some guests make crazy demands, but as much as possible I do try to meet them and that effort goes a long way with Airbnb CS.
5- If you have damages that require financial ompensation it is a good idea to have receipts of the original item and provide receipts for the replacement or repair cost.
6- There is truth to the saying, "You catch more flies with honey" be nice to the problem guest, and definitely be nice to the AIrbnb CS.
For me, attitude is everything and I can not controll a demanding or ungrateful guests attitude, but I do controll my own attitude and I try to approach problem guests with gratitude for bringing to light something that I might be able to use to improve all my future guest experiences. Yes, some guests have unrealistic expectations, or they have an image in their head and when they arrive it doesn't match. That is why you want to be transparent in your Airbnb description, do not oversell with misleading terms to get bookings because you want a happy guest, not a disappointed guest. Hope this helps.