So I had a reservation with this russian guest, she wanted checked in at 2am in the morning even if it's not allowed but since I live close to my appartment I chose to let them in.
Tomorrow morning she sends me a message requesting that the appartment should be cleaned, I refused because the appartment is always clean after the checkout of a guest and before their arrival. She had a reservation for 15 days but on the 9nth she sends me a message that she can't take it anymore and that she would leave because the conditions are horrible,I tried to convince her to stay and tried to understand the problem but she refused and already prepared her departure in advance without security seiing them.
Today I get a request from her that she wants to get refunded, she wrote a 18 lign paragraph full of lies about the condition of the appartment and sent photos as proof, well in the photos the appartment is clearly dirty, and that is because she made it dirty on pupose, she soiled the bathroom and the kitchen on purpose and now she wants a refund.
This is clearly a scam to get airbnb for free, just like what they do with uber and ubereats, they claim that this and that was missing or incorrect or they say it was unsanitary and get refunded.
I am a superhost and I have 35 comments on my appartment,none of which complain about the cleanliness of the appartment,in fact none of them complain about anything because I always make sure my guest have a good stay.
I could refund her because I don't want problems but I am worried that she will write a bad comment and rating, which will destroy all what I have been working for !
And I would like also to note that she left the appartment in a horrible state and she even damaged the veranda windows !
I would like to have your thoughts on the subject and hopefully find a solution to this problem.