You would expect Airbnb to stand by their own term...

You would expect Airbnb to stand by their own terms & conditions. Had a client bring in more guest than contracted for. Not only did I have 4 pieces of hard evidence, text messages and email coming right from the client herself admitting she had extra guest in the home, this was originally reported by my in house staff, despite all of this, Airbnb had denied my claim for extra guest charges. Outside of providing Airbnb with evidence mentioned above, I forwarded 2 pictures on fb with 13 gals all in color coordinated bathing suits, date stamped with location near our property. Head count exactly the number of guest she reported which was in violation to what she contracted for. Client told Airbnb she miscommunicated all the text and email information to avoid the overage fee. Despite clear evidence, they believed her. What does that say about Airbnb???? Trying to get a live person past the client service reps that have no authority to resolve has been nothing short of a nightmare. I have put 7 hours into the details of this case including the unreasonable hold times from Airbnb. This is not a money thing, it is now principal and wanting a real explanation as to why my claim was denied. Very disappointed with the level of support and service.