My guests get it through the message feed. I have made a direction guide on how to reach my place the easiest way. If I cancel without prove that the customer is acting strange I will get penalized with a 100 dollar fee to pay. Since I last wrote on this thread I have had contact with airbnb a couple of times in order for them to cancel on my behalf. Hi is as much for the customers sake that everything should be kept on the airbnb message board. But if a guest texted me to insist that they be given a refund because they wanted to cancel last minute, I would move that conversation to Airbnb messaging. None of that is anything I would ever need "proof" over. Or while they are staying, I might text them if I'm at the store to see if they'd like me to pick anything up for them. And they often phone or text me when they arrrive so I can pick them up at the bus station, a little service I offer. And we might email about other pre-arrival stuff. Then I might send them further info on how to get the bus from the airport, also by email.
For instance, I have to send them a map to my place because it's very tricky to find, and I do that by asking them for their email address and attaching the map to an email. That said, I use texting, phone calls, etc.
But hosts have had situations where Airbnb backed them up because the guest lied to Airbnb and the host was able to prove it by referring CS to the message stream between host and guest.
Oh, I think you're right there- Airbnb is purely concerned with their own bottom line.
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