Airbnb Support is Lacking - Issue with Mouse

[Robert375]

I just contacted airbnb support to report an issue a guest had with a mouse. I was trying to get the protocol and policy that aibnb uses so I can handle the situation fairly. 

As soon as the guest mentioned a mouse, within 15m I contacted the guest and gave a full refund for the remainder of their stay (including the airbnb fees they paid) and said they could stay if they wanted for free or find another place. I also called an exterminitor to set up traps. The guest wanted a refund for the entire stay despite the first week being ok (they actually messaged me to say how happy they were). The guest went on to say that airbnb policy says a guest will get refunded for the entire stay if a 'pest' is found.

I contacted airbnb to get the pest policy to clear up the language, "full refund" and all my messages were completely ignored. Its like I was talking to a bot that doesn't read messages. I finally asked the useless support rep to close the case which he did telling me I need to go to the help section before contacting them. So I still do not have an answer to my question. The worst part is, the rep said they would refund the guest for the remaining days, when I already refunded the guest. He also went on to say if they decide they may also refund the guest for the entire trip. So I may wind up losing not only my pay for the trip but an extra few hundred dollars because support cannot understand that I already sent a refund. 

I recall Airbnb support was good at one point. What I dealt with just now was horrendous. 

Has anyone here dealt with a mouse issue and how was it handled?

[Robert375]

Also, the chat was not a bot because the person got emotional when I showed my frustration at him not reading my messages and essentially told me not to contact them again. wtf?

[Helen3]

Personally I wouldn't have refunded at all until I had pest control go in to confirm there was a mice infestation. @Robert375 

I haven't heard of any policy that says you have to refund the entire stay if the guest only complained of a mouse a week into their stay.

 Nor would I have agreed they could stay for free if they couldn't find alternative accommodation.

i would only offer a refund of remaining days a) if you found a mouse infestation b) you have an opportunity to check the property once the booking was cancelled and you had checked to see there was no damage or additional cleaning required .