My parents were wrongly accused by the host for braking a bed.
My parents made two mistakes:
1. They did not do a full quality check when they arrived: they did not look beneath the mattress to assess that it was in good shape (it wasn't).
2. They reported the problem with the bed after having had a terrible night on it since it was broken.
The Porto Concierge (super hosts) made 4 mistakes:
1. The cleaning team only cleans what's visible, they did not do a full quality check for weeks (the photos with a lot of dust under the mattress prove that).
2. They blamed the wrong client (my parents) for braking a bed.
3. They tried to charge us 399 euros with a bill from last year for a bed we did not brake.
4. They had not repaired an electric problem with the stove, which had been reported by a previous guest: it stays on unless you manipulate the electrical breaker. My parents reported it as well.
These errors in quality checks created a serious conflict that was handled by Airbnb teams. In the end, we did not have to pay for that broken bed, but we spent too many hours documenting and discussing with the Airbnb teams.
We all lose time, energy and money.
1. Honest clients get wrongly accused and potentially charged for something they did not brake. It adds stress and a bad experience.
2. The owner gets a terrible review by the guests since they were accused of damages they did not do. With each bad review, the host's business will suffer.
3. Airbnb teams have to dedicate hours to try to find a solution for these types of issues. And since the owner will have less business, Airbnb suffers as well.
We all lose.
Solutions:
1. Airbnb recommends to all their guests to do a full quality check of everything in the apartment (even with super hosts).
2. The Porto Concierge team should improve their quality standards: the cleaning teams should become quality teams. Probably have a supervisor that ensures that they do full quality checks, including audits.

3. All guests need to do a full quality check when they come in an apartment: look beneath the mattress, test the stove; open the blinds and windows, ensure nothing is broken. Even with super hosts.
With this process problems are spotted at the initial stage, owners improve the quality of their service, Airbnb reviews are better.
Everyone will win: guests, hosts and Airbnb.
On our side we have learnt that we need to do a full quality check on every new apartment were we stay.
On the positive, the apartment is well located in the city center.