Two weeks ago, we hosted two couples. Unfortunately, the central hot water system in our building malfunctioned. Although we tried to contact the management company for several times during the day, they still did not manage to supply hot water at night. We contacted the guests and promised to book two rooms in a five star hotel nearby. However, they refused and wanted to stay in the most expensive hotel in our city. Before we replied, they cancelled the booking and told Airbnb they would leave our apartment. However, when I checked the room, I found they were still there and refused to leave.
Airbnb did not help in this situation. Airbnb even said I should host them as they did not have place to stay in midnight. They did not care my own safety and the security of my apartment.
The guests left a very poor review and reported me to Airbnb. Airbnb closed my listing. I contacted Airbnb, but no one really followed up. This group of guests are not first time Airbnb users. They said they booked via Airbnb for several times. However, their account is very new, and there is no review. They booked via instant booking. I am really disappointed about Airbnb. It seems that Airbnb policies spoil advantage takers and scammers. It is easy for guests to open a new account.