Airbnb start to giving refund with no evidence

[K206]

for me as a host , been with airbnb for years. 

recently airbnb have been favourable to guest. 

i have a guest that checked out after 5 days then made a complain to airbnb . saying it wasnt clean and she got 30% of the refund of the nights , she said there is cockroaches there. so i ask for picture , no picture can be provide 

then she complain about the stove doesn't work. it have a E2 code. mean she didnt put the pan properly . we even buy her a new stove. 

no complain after that. thought is all done. 

then after she check out after 5 days airbnb refund 30% of the whole stay. 

this is crazy . as a host trying to help guest much as we can . and airbnb just do their own thing , more and more is not point even have a policy in airbnb 

[Helen3]

I would challenge Airbnb over the refund if the guest didn't provide you either an opportunity to come and reclean after check in/ didn't provide evidence of any cleanliness issues @K206 

[K206]

it just keep on closing . and never give me any evidence. only by words and saying the guest say things didnt work. 

I apologize for the inconvenience, but this decision was made based on what the guest told us, the stove was not working even after it was replaced with another stove, the TV remote was not present, and the kitchen was dirty. Accordingly, and in accordance with Airbnb policy, 30% of the nightly rate was refunded for the affected nights.

[Emilie]

Hi @K206, 

I'm sorry to hear you've had a challenging experience with a guest claim recently. I wanted to check in and see if, as Helen suggested, you had tried contacting the Customer Support teams about this?

You can reach out to them on this page 

www.airbnb.com/help/contact-us/ , and they will be best placed to look into it for you.

Thanks,

Emilie

[K206]

i keep on telling cs support team . the guest even lost my tv remote and i didnt complain about it. and after check out guest say there isnt a tv remote. and she stayed for 2x+ days 

i could be going to any airbnb and after stay, i can just say im not happy with the cleaniness or wifi was not working or something and get 30% refund. there is no judgement and fairness from the host side