We are really sad to read about this but I believe most of this incorrect and prejudicial to us. This has never happened to us before as our guests follow our instructions well. The Airbnb Case Manager in charge of this reinforced our decision not to refund you the USD150 that you were asking us. The below is the transcript of our conversation with the Airbnb Case Manager: Jay&Theo: "Hi, Karen! This is Theo representing Jay&Theo. Our guests, Char and Zen, booked us for July 17 to July 23, 2018. As a check in requirement, we are requesting scanned IDs for self check in purposes and building security requirement. However, they failed to send it to me beforehand even after confirming they will send it to me. They also didn't tell me what time they are going to arrive. On July 17 (check in date) in the morning I followed up on the IDs but they did not reply. I waited for them to respond until 12 am of July 18. We have no communication before this because, to quote them, "we love to read so you won't have any problems repeating yourself lol". So I trusted they understood our rules and will send it to us. I have office in the morning so I already slept. They contacted me at 1am in the morning of July 18 sending me their IDs. I was already asleep and the ring of my phone didn't wake me up. They checked in somewhere else/somebody else ( I do not know where or to whom) who charged them that amount. I don't think it would be fair for us to refund the amount to them (which is already almost half of what they are paying us for their 6 nights stay). As a courtesy, we refunded them USD38.0 the amount we received for their missed 1 night which is already gratuitous as this not in line with our Airbnb policy. I can send you the screenshots of our conversation if it will help you. Please let me know if you have any questions." Case Manager: "Theo, thank you for the prompt response. I already reinforced your decision to not refund. I regret it has to be this circumstance we had to reach out. Stay awesome."