I've just had a weird experience with guests who absolutely refused to use Airbnb's messaging to communicate. Of course, there were the initial few emails prior to and at booking, with the final one reading, "please text or call me ONLY."
O-k-a-y -- this was the day of the arrival, so I responded with the usual "Airbnb encourages hosts and guests to communicate via Airbnb, blah blah blah." They were late arriving, I have self check-in, and I had to be elsewhere so I didn't meet them the first night. So far, so good.
Then the next day they texted me to say there was no hot water. I documented it on Airbnb but had to have the actual conversation via text. Again, from the guest: "do not contact me via Airbnb." Weird. They WERE responsive to texts, however.
Got a plumber to replace the broken HW heater thermostat (and was lucky to find someone who could come on the same day). When it looked like I couldn't get a same day plumber appointment, I called Airbnb to get their advice on options for rebooking them elsewhere, and the CSR very sternly said to communicate ONLY through Airbnb. Right...how do you make a guest do anything, right?
I never did meet the guest, and got a terse reply to my "all fixed, problem solved" text. I am not hopeful for a good review, but I did everything I could, so I'm okay with it.
In their review, I reiterated with them the advice of the Airbnb CSR.
Have you ever run into this before? How did you/would you have handled it? My hosting style is such that I try to give guests the space they want, and it's an entire cottage they rent a few doors down from my house.