Air BnB 100% favours the guests over property owners

Air BnB favours 100% the guest and not the property owner.

Just checking if anyone else has had this experience. We had quests arrive at Christmas Dec 2023, over the very festive and busy season (booked months in advance and many other bookings missed as the date's were blocked out). The guests arrived at our house and within 5 minutes decide they did not want to stay in our house (we wee not there) because of damp. They looked hard for some pictures, then sent some pictures to air bnb who refunded them all their money. We sent a counter argument that the house is in immaculate condition and that the photos they sent were in isolation to the overall house cleanliness and standard which we pride ourselves in. We sent counter photos of a perfect clean house. i had suggested to the guests that they meet me at the house to compromise and i suggested to air bnb to meet me at the house also as i was 100% confident in a solution or compromise. Air bnb took 100% their side instantly, re-imbursed them all their money and never once called us or explained their decision. We had rented elsewhere, booked all our pets in kennels and lost a huge amount of money as we rented in our neighbourhood. This is not the level of service/respect we have come to expect from air BnB in the past. we believe that the quests who where from overseas coming here for a wedding were at the last minute offered alternative accommodation for free and decided to find anything to get out the contract. There is no way anyone would cancel such a perfect house, with no other available accommodation in the area on Christmas unless they had an alternative plan, just saying.

Anyway the entire process was 100% one sided and we lost huge money. their process is very unfair and should be investigated or they should have a mediator. We had to keep going through different people and through the website, it was a huge struggle for as and very important we our point of view considered. This amounted to nothing but frustration in trying to get heard for two weeks.

We had more guests directly after this booking who gave the exact same hoe a 5 star rating with absolutely no issue but joy and happiness.

Please share your experiences if this has happened to any of you also, thanks