I’ve hosted many rooms on AirBNB for almost 2 years and always had a 100% perfect rating, but then I caught two of my guests sneaking in their friend and having him stay with them without telling me. I was annoyed but I very reasonably said that he could just pay $10 per night for the 3 nights he stayed, and we would call it even. They agreed to my face, but secretly they made up a story about mice and bugs being in the condo and filed not one but two complaints directly with airbnb! I thought, wow that’s annoying, so I promptly responded to the claims with lengthy explanations about what REALLY happened, expecting that airbnb would naturally see through the lies of these two young kids. Instead, Airbnb gave the kids HALF of their money back for the three week long reservation even though they had already stayed 18 of the 21 days before making a complaint! Even better than that, the kids damaged both of their rooms, stole money, wine glasses, and other kitchen items, yet when I filed security deposit claims against both of them including photos and witnesses, airbnb literally ignored the claims without so much as a response and refunded the kids 100% of their security deposits!
Long story short, I’ve had enough of terrible service by large companies that just don’t feel like they need to give a crap about their customers, even a long-term host with a perfect rating.