guest says allergies. no mold/mildew per professional. checking out after 7 days, left 70 on table. i have strict cancellation. airbnb says sorry (but not). i'm a superhost.

[Sarah6209]

i had a young gal check in for 70 days.  she immediately started in on 78 was too hot, 76 too cold.  she needed swiffer duster refills for the swiffer duster i had, could i provide a temperpedic topper bc she was a "firm mattress kind of girl", and she needed extra glass cleaner for the mirror?  I have never in ten years had someone who was "too hot, too cold" "bed too soft (take the dang topper off!)" kind of can you hold my hand.  Yet, she was renting for 70 days so i was over there 3 or 4 times in 4 days.  then she says she has allergies.  I see the vents need cleaning (although I change the filters monthly if not more often), so i wasn't worried.  i called an ac guy.  he came and said my filters wwere too porous so i changed to a better filter and he completely changed every single register with a brand new one.  she never came back and claims she hasn't been there since before i called ac guy.  and airbnb issued her a complete refund, minus the few days she was there despite my strict cancellation policy, despite me working so hard to accommodate her very high-maintence request, and i was NEVER contacted.  now airbnb is trying to pull the money they paid.  I have been a host for 10 years and pride myself on keeping this apartment clean and ready.  can anyone bypass strict cancellation by saying they have allergies?  i don't know what to do. 

[Marie8425]

@Sarah6209 

I agree with you

Airbnb has a claim of allergies.  Though it sounds minor federal laws in the U.S. recognize allergies as a severe medical situation because breathing could be effected.  If the Guest is financially harmed because she had a potential severe medical risk, and the fact that a professional did advise you wrong filter, her lawsuit is going to cost you a lot more than the canceled days. 

[Lorina14]

@Sarah6209 

Sounds like quite the challenging guest. I would try to appeal to a different customer service rep and state your policies and that you addressed her concerns when she brought them up (if she brought it up at all). Reference the correspondence on the Airbnb platform, let them know isn’t this why there is Aircover for guests and hosts for issues like this? At the least you should have been paid for the days she was present at the listing. It may not be worth fighting if you get a retaliatory review from the guest (but you state she got refunded for her stay). It may be best to let this one go after you fight hard to get Airbnb to honor the strict cancellation policy as you would do best with good guests who appreciate all that you provide in your listing (including your hospitality). Sometimes there are bad apples but don’t let them spoil your joy for hosting other great guests. 

Let us know how everything pans out.