I had a guest who had booked the month of December, 2024. We have a strict cancellations policy. She arrived, found some dust in the place, primarily on the back of a wall hanging and canceled the month. I responded to her immediately and offered to remedy the situation in any way possible. She checked out the same day of checkin. Since we live two hours away I had my manager go over and check out the situation. He confirmed the dust on the wall hanging. She also sent pictures of dust on the ceiling fans and on the AC vents. However, when we got to the place and checked there was absolutely no dust on the ceiling fans or air ducts. She sent a pictures to Airbnb to the enclosed overhead fan motor which she had to get on a ladder to take and of the intake return which was not dusty but in need of painting but nevertheless free of dust. Can't replace as the size is unavailable. I have since sanded and painted). In addition, she had covered all of the furniture with sheets, rolled up the rug, and put the wall hanging and two large artificial trees outside on the patio and left them there. Obviously there was no pleasing this woman as she must have had some mental issues. Our unit is in Palm Springs which is a desert built on sand and often windy. There was no way this woman was going to spend a month there with her allergy issues. Airbnb charged us for the month and put us on suspension. We have a 28-day minimum with new guests moving in on Jan 1 so it was too late to rent December. I feel cheated by this event. Tried to appeal to Airbnb at which time I thought that they had understood the issue from my perspective but they still sided with the guest. I feel cheated. Incidentally, we have been Superhosts for most of the time we've been with Airbnb, 4.84 overall rating. Thanks for listening. I would appreciate feedback.
