I disagree. I’ve had a few times where Airbnb came through for me (the host) instead of the guests.
One incident is still clear in my mind....
I had a horrid guests that came and then said she didn’t like my unit (98% 5 star unit). She had also received a discount as well and tips to do in the area. I should’ve known because from the moment she booked she wasn’t extremely high maintenance and self entitled like no other. Anyway...
She knew I was out of town so she claimed she didn’t stay and left to a hotel. Thus demanded a partial refund or cleaning fee refunded. She also hinted at leaving a bad review.
I told her I would give her a partial refund from the cleaning fee as long as the unit wasn’t used as she mentioned.
I didnt return until the day after her initial check out day and the unit was completely used. There was even milk and cereal left behind which clearly showed proof that she had stayed there.
In the coming weeks (yes weeks) she continued to pester me demanding a refund and threatening me about the review, so I told her I would refund her partially in 16 days. (After the review period)
Fast forward and I refunded her $15 in good faith, not because she deserved it but because I said I would. (My cleaning fee is $45)
This girl was crazy and then sends me a money request for more then half of her stay demanding I pay her and threatening me.... again. Except this time she couldn’t try to extort me by dangling a “bad review threat” over my head.
When airbnb contacted me I simply had them read the messages. It was clear that she was shady and I never mentioned “how much” I’d actually refund her. I told her partial cleaning fee and that’s exactly what I did.
She’s lucky she she got that, because the unit was completely used and had to be recleaned as normal per use.
So, as long as you watch what you say, remain professional, and have your facts straight Airbnb will definitely come through for us Hosts. Super host even more I feel.