Strict cancellation policy when Airbnb cancel a guest for breaking their security rules? The guest has been fully refunded. Why?

[Helen2404]

I have a wonderful track record thankfully. I welcomed a guest last Friday. She was angry about the check in time and having to take shoes off in the house when she arrived. I showed her around the room, bathroom and kitchen dining sitting space. She asked if there were locks on the doors. 
The next morning I went out and shortly afterwards she set the advertised intruder alarm off in the house two floors up looking around our office desk. She only left when she noticed she was being recorded. She had clearly looked around the whole private part of the house. 
Airbnb said she had broken their rules, asked me to message her about it. She didn’t reply and instead started accusing me and the house to be unfit to stay in. At this point I became very worried about having her in the house for our security. 
At the same time Airbnb were taking the situation seriously and told her she was evicted and the check out the next morning. The security team told me repeatedly not to speak to her about it. The told me I could decline the guests request for a refund as Airbnb had had to evict her and because I have a Strict Cancelation Policy in place. Thankfully the guest left peacefully. She did request a full refund on the grounds my home is unfit which I declined on 6th April. She left a vindictive review which Airbnb reviewed and removed. I was told not to worry as the guest  was under investigation. 
Today I noticed I have not been paid for the two other guest stays since the above guest was evicted. I called Airbnb, it turns out that a full refund was given to the guest on 5th April. As it stands I will not receive payments until the full refund amount is reached.

I have so many questions about this. Has anyone else experienced a security breech like this and a loss of income penalty on the back of it. Its not entirely relevant but the guests room remains unbooked.
All help appreciated. Airbnb are waiting for the security staffer who evicted her but also refunded her to come back on shift in five hours as no one else can help at the moment.   

[Mike-And-Jane0]

@Helen2404 this appears to be a catch in Airbnb's system. If a guest is removed then they get a refund - I guess this is the law as they can't be charged for something they haven't received.

The ONLY silver lining is that at least you got rid of this guest before they stole something or did some damage.

[Helen2404]

Thank you for getting back to me. 

I realised today that this now means that the next month of guest stays payments will no be paid to me. No income. 

Its very harsh on hosts don’t you think. 

I mean I am truly grateful that Airbnb evicted her. She proved herself to entirely dishonest within hours and was very unpleasant at checkin on top.  It was either have Airbnb protect us and my property or failing that get the UK police involved I suppose. 

I don’t quite understand why the process is so unclear. I have spoken to a number of agents and its unclear to them. I am currently waiting for a call back from the security team who have been dealing with this and who are apparently the only ones who can help. I wonder if they will even get back to me.

 As she was being evicted Airbnb were calling me about our safety they were messaging me that a refund would not be given, I should not talk to the guest, and I could decline is a request was made. 

So when the request for a full refund came I declined. Additionally to cover up she was saying that my service and property was no good. 

Its a loose loose for me and the guest is given no penalty. 

[Mike-And-Jane0]

@Helen2404 I assume your calendar is open for the days the guest was going to stay with you? Hopefully someone else will book.

[Helen2404]

Hi @Mike-And-Jane0 

yes that was very efficient and the dates were unblocked before I’d even thought to check. 

No new bookings for the room unfortunately and while we have now had two bookings this week in our second room with super happy guests as normal no payments are coming in until the other guests refund is collected. I realised this yesterday.

The only point I can see of having the strict refund policy in place is to give us some security. When put to the test it doesn’t work. And interestingly last night to muddy the waters the Airbnb Security Team team began to refer to my cancelling the booking which if true would of course invalidate the strict refund policy.
They were also oddly enough now referring to my having a choice to decline a full refund request from the guest on the grounds that I and my property are completely unfit as being separate to them refunding the guest two days earlier. 

Airbnb security checked I had the strict policy in place on the phone and then messaged me the night of the eviction to say I could choose to decline her request for a full refund. 

Honestly, its a mess. I think if something like this happens again. When it does, I’ll call the police. 

[Fred13]

@Helen2404  We have a new approach since early last year with our listing, which has served us well; if guests arrive with an attitude bordering on being a fruitcake the transport boat doesn't leave the dock until I find out where they are really coming from. If we feel they do not fit, they will not be staying. We will deal with Airbnb afterward and thus far they have gone along with our program.

    We can't have it both ways. IF a guest arrives and proves to be a lunatic in their behavior, I would think most hosts would want them out of their place and refund their money on the spot. The odd exercises Airbnb goes through for the simplest of tasks is somewhat annoying, but insignificant in the scheme of things.

[Helen2404]

There was something very wrong with this guest from the moment she arrived at my door complaining. As I welcomed her and showed her around as usual the only things she said grumbling and then a question about if we had locks on all the doors in the house. I knew it wasn’t good match right away but to be honest I didn’t foresee what she would do next as soon as we left the house the next morning. 

I will have your suggestion in mind next time if I can make a quick enough assessment. 

Thank you. 

[Fred13]

Not an easy call @Helen2404 and certainly not a pleasant one, but these types of guests at best leave us with a disgusted feeling and at worse easily turned into a nightmare.