I had a family of guests – a young couple with their one year son – who stayed in my apartment for 40 days ....Recently I received an e-mail from a case manager at Airbnb. It seems that, after looking over some documentation submitted by my guests, they are entitled to a partial refund of $1,854 or €1,571 (approximately the amount I got for one entire month), and this amount will be deducted from my future reservations. All based on my violation of Host standards policy!
From this point on, all I got from Airbnb was automated replies to my questions. According to the contract that we both – host and guest - have signed with Airbnb, unless I was mistaken for the past 4 years, if something was not according to guests expectations, they should have told me. I would in first place correct the situation, or if that correction was still not acceptable for them, they could cancel the reservation and stay somewhere else. Or we could adjust a lower price for the stay. To Airbnb it does not matter.