A sham

[Ralph134]

We have had over 125 guest who has rated our place as a 5 stating how cleaned it is.  A new quest arrived who  never responded to my email  after they checked out they claimed there were rodents and cockroaches in our place which they took pictures and demanded a refund.  I notify support that is not true and stated why, but they did reimburse them and deducted that amount from us.  Has anyone else had this sham pulled on them.  I’m interested in finding out. 
Ralph from Milford NH

[Nick3074]

Terrible. No experience of this myself but I can imagine Airbnb doing something like this. Support staff is terrible

[Lorina14]

@Ralph134,

So sorry that this has happened to you! I’ve heard of similar situations and it’s best to check in with guests one day after they arrive or after arrival (if you do one day stays) to ask if check in went fine, if they need anything to make them more comfortable, so you address any issues. I have heard that some people may take pictures from the web and submit them for evidence and airbnb may not have anyway to vet this. 

I would contact support and ask to look into this as you are a superhost and had 5 stars for cleanliness and the guest didn’t reach out to you the first day or ask to move to a different location because of issues. It sounds fishy and like they figured a way to get a free stay at your expense. Airbnb needs a better way to prevent guests who play the system and falsely accuse hosts of issues just because they had a bad interaction or wanted a free stay. 

@Bhumika, @Paula @Rebecca is there anything you could do to help out our superhost Ralph? 

[Lorina14]

@Ralph134,

How long did the guest stay for?