Bias Airbnb rep is siding with guest

We had a guest of 8 people checking in for 4 nights. On the send day they send a photo of a spider web outside of the house and said they are scared, then sent more of photo of ai for bug in the floor, a spider in the bedroom. We respond immediately and offer to come and “take” the bug out and touch up on our monthly termites spray... We are in Texas btw. They file for a refund . They checked out and contact Airbnb to get refund. The reps keep tossing new rep to handle the case .. while the case is still pending a new rep step in and refund them… of all the reps I spoke to all of them are Indian. The guests were also Indians , I felt I just got robbed !! This case I feel like they are favoring the guests base on the same background !!!