Airbnb can terminate your host account with a throw of a switch. It doesn’t matter who you are, how long you have been with them, or how much your guests love you. Airbnb is not on your side.
We have been Superhosts for years. We treat all guests professionally and try to do the fair thing in all cases. We try to say “yes” whenever possible. When a former guest (from two months prior) asked to store their things in a garage for free, we said “sure”.
After they stored and retrieved their things, they claimed missing items, and asked for reimbursement. We denied that. They put a claim on Airbnb (from the reservation two months ago) and we denied that too. The guest then placed a “harassment” complaint against us, completely unfounded, but as revenge for not getting their way.
Airbnb took both sides of the story and then terminated our account, both hosting and travel. Apparently guests can lie and are to be believed no matter what. Be careful how much you invest in your operation and I highly encourage you to not rely entirely on Airbnb. Get a channel manager (to manage all your platforms: Airbnb, Expedia, Booking.com, etc) and optimize all of those listings just in case. Airbnb is not on the side of its hosts… apparently they don’t realize who is earning the money for them.