I will keep this brief 🙂 This is by no means our 1st experience along these lines. I have finally lost it after airbnb refunded 2 groups of guests. One because the guest didn’t want to stay any longer (no other reason!?) and the second because they claimed our house was”disgusting”!! So rude!! I personally cleaned it with my daughter so know it wasn’t dirty at all. We have had loads of reviews praising us for the high level of cleanliness. The guests claimed to have photos but I never saw them. The next day, I had an email from airbnb saying they had tried to phone but got no reply so they had gone ahead & refunded the guest!? No discussion, no proof. .nothing!? I asked to see the photos. .nothing. And as they have changed their policy nobody but your case officer Pixie will speak to you. .and she seems to have quit work!? So that’s £600+ in 2 days they have STOLEN off us. ..and I can think of no other word to use. ..BEWARE OF AIRBNB!!!