Cancellation Request by Airbnb Support

[Jordan Alequin]

I had a guest reach out directly to Airbnb support to request a full refund cancellation on their behalf due to personal issues. My cancellation policy is firm, and at this point they would have to pay 50% to cancel.

I don’t want this person to all of a sudden wish to stay vs. paying the cancellation fee and then giving me a bad review as retaliation. They can just nit pick at things to make it seem legitimate. At the same time I had to decline two potential guests outside the platform due to this booking. 

What should I do? 🤦🏽‍♂️