I always caved in to guest's demand for refund because they can write my an unfair and bad review. What do you do?

[Yi-Shin0]

It does not happen often, but I have two cases so far that ask for a refund while they shouldn't.  One case claimed unclean room, and they disappeared and asked for a refund before I can even address any issue.  They didn't have any prior review and joined airbnb years before the booking was made, so I can only assume they have used the method and got away with it for many years.  Second case, someone local who were unfamiliar with airbnb booked my place, and realized they can't stay.  They actually broke the law and tried to break into my place later after their cancelation because they demanded their refund in cash despite I have already refunded their stay through airbnb.  So question, what do you do when your guests are being unreasonably, and how much does airbnb help to resolve the issue?  Were you held back on your guest review because even a self-canceled guest can write you a damaging review because airbnb allows them to do so. 

[Maia29]

Oh my goodness, that sounds really bad. I’m sorry you are experiencing this.

Call Airbnb and request to escalate your case. 

Airbnb customer service representatives are usually really helpful. 

Yes, I have been reluctant as a host to post bad reviews about a guest. 

[Anonymous]

@Yi-Shin0   No matter how many unreasonable demands you cave in to, the guest can still turn around and leave you a bad review if they want to. And as you well know, the guest's review can still be published even if you fail to submit your own (to the great detriment of the hosting community). So what's the use in acting like a doormat?

You're a very experienced host with absolutely stellar reviews. There's absolutely no reason that you should tolerate this kind of behavior. Put your foot down and command the respect you deserve. Say "no," keep your conversation in the messenger so there's a paper trail, and if guests threaten a bad review, report them for extortion. 

Airbnb can mediate in payment disputes if you ask them to, but in these cases the manipulative guests tend to win. They can't really help you much here. You're the boss of your business, and sometimes you have to act like one. If dealing with confrontational types is not your strong suit, I'd suggest either enlisting a co-host who can help you do the dirty work, or leaving off Instant Book and screening guests for communication and reviews.