Horrible Guest Requested a Full Refund over a Lie

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On August 17, guests had to leave early due to their car breaking down, but they wanted a full refund. They took pictures of the tiled ceiling and plastic-steel windows frame. There was some black color, old sealer and dust. They said it was black mold and threatened me using rude words. I explained to him that I would like to deep clean it, but guest did not listen to me and left the next day. Then they sent me a request for a full refund.

I reported this to an Airbnb representative right away. She told me I didn’t have to give a refund due to the guest choosing a non-refundable method to take advantage of an extra 10% off. After I got the email from the Airbnb resolution center about this guest’s request, I called an Airbnb case manager and she confirmed it was my right to choose whether to give a refund or not.

A month later, I got another case manager getting in touch by email. He totally stood with the horrible guest and charged me $940 from my account. He did not listen to me and did not have any professional proof. It was unbelievable. Airbnb blocked my property for 10 days, and caused me to lose $940 in revenue. I have to suffer horrible guests bullying me and no one can protect innocent hosts.

Such a nightmare with Airbnb. Who can I reach out to fight against the second case manager’s decision? Thank you in advance.

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