A guest with no feedback and a profile photo of a dog has booked to stay with me.
Airbnb state in multiple locations on the website and in the app that if a host isn't comfortable without a photo that shows their face I may cancel, penalty free.
When I contacted the Superhost support team they firstly refused to cancel the booking, and then relented saying they could cancel it but it wouldn't be penalty free and they'd strip me of my Superhost status for 12 months.
Has anybody else encountered this problem where the support team make up the rules as they go along? How did you escalate your complaint?