I had guests not follow check-in instructions and get frustrated because of it. They asked me to refund their $9,000 reservation because of it, also stating the home wasn’t as “luxurious” as it should be (I have over 1,000 5-star reviews). I declined. Apparently they appealed to Airbnb, and gave them “evidence” our smoke alarms weren’t working. Airbnb canceled their reservation and refunded them fully. I immediately sent them videos and pictures with time stamps showing our smoke detectors work just fine, and Airbnb just said too bad, the cancellation stands. And now no one will get back to me. I am infuriated and don’t know what to do. I am SO tired of feeling like Airbnb is never on my side and treats Superhosts like us who bring them hundreds of thousands of dollars a year, like garbage.