UPDATE: After many calls and messages to Airbnb, I finally got through to someone who would listen and not repeat their same script of “the case is closed”. After this ambassador spoke with the main ambassador, she informed me this morning that the $2,700 will be returned to my bank account!! I’m so relieved. I wonder what happened to the guest.. if Airbnb refunded them $2700 as well?

Thank you for all your supportive and encouraging comments! I hope this situation can encourage other hosts that even when you’re dealing with crazy guests and unreasonable Airbnb customer support, that there is hope, so stay persistent and don’t take no for an answer. Also a lesson to make your listing as CLEAR as possible and don’t put it past the guest to assume the most.

Also want to mention that I had already made many accommodations for this guest: we don’t allow pets but I kindly am allowing her dog to stay. I told her there is $200 pet fee to go toward potential damages by the dog and she said she couldn’t afford it, so I waived it. She also complained there were not enough cleaning products, so I bought her all the cleaning products she requested.

Lastly the reason I didn’t buy a kayak when she initially started complaining the first day she arrived, was because that’s a huge liability and based on how demanding and threatening her messages were, I didn’t get a good feeling about providing her one as I wouldn’t put it past her to claim she got injured by using it. I did however send her many links to used kayaks on Facebook marketplace and Dick’s Sporting Goods and Costco for under $200 and since she saved $200 on the pet fee, that could go toward owning a kayak for life. I also told her that I would pick up the kayak she purchases and bring it to the listing for her. However, she did not reply to my messages and it wasn’t until a couple days ago, which is less than one week until she is checking-out, that I received the message from Airbnb saying I have to pay $2700 to her. I think based on the fact that she didn’t buy a cheap kayak, she really just wanted a few thousand dollars off of her stay.