It was an extreme pleasure Reiner decided to stay in our object again along with his family, and we were really looking forward to next encounter. There is no greater reward for us as hosts than a guest who decides to stay in the same object, completely satisfied with given service.
Unlike the last time when he chose the apartment of the highest category, this time Reiner chose the cheapest, standard one bedroom apartment, which, along with a room with double bed, has 3 additional beds in the living room. The arrival and settlement in the apartment went perfectly. The next day in the afternoon, Reiner notified us, he is leaving the apartment, without specifying any reason (for example - high outside temperature - it was August) and without any object, request for moving, request for refund. We thought the reason of departure was personal, and the guests had to leave for some reason. Process of payment from Airbnb went without any problems, since the guests haven't changed or cancelled their booking (the apartment was unavailable for potential bookings the entire week, therefore, it was empty).
Few days later, we received a request for refund in which there is stated that the apartment is too small for 4 people (the surface of the apartment, as well as description of beds was, as always, pointed out clearly on Airbnb web pages), that the kitchen is tiny (even though this kitchen is twice bigger than the apartment in which the guest stayed last time), that the parking lot is in front of the apartment and the main road is near (which is clearly visible on photos, and we specially can't understand it since the guest has already stayed in the same house and knows how the object, yard and the location look like), that the air conditioning device is inadequate for the stated area (the same type of air condition which satisfied the needs last time, in twice bigger apartment),...
The request for refund is denied, of course, and we haven't received any additional requests from Airbnb (we assume that long-standing reviews and superhost status are enough reason to trust the host).
Even though we wouldn't say anything bad about Reiner, he and his family are really nice and polite people, and we assume the real reason for their leaving is something else, and not the accommodation, we were unpleasantly surprised and hurt with his request for refund, like we made some fraud, and not what's expected of us - to offer a guest the service according to the booking and to give the best possible experience of staying.