Airbnb refunded this guest after stating false claims

[Ingrid767]

 

 

**

 

I am extremely frustrated with Airbnb's decision to wrongfully refund the guest. The message from Airbnb claims that the guest complained about cleanliness, but the guest’s review clearly states the place was very clean and had no issues with cleaning. The guest mentioned problems with heating, but the cleaning staff ensured the room was kept at 70°F and he was provided with two space heaters. Parking was always available throughout his stay, and I have pictures to prove it. The WiFi functioned perfectly, as evidenced by the guest's constant gaming, which we also have proof of. Airbnb never contacted me like they stated in the message they sent this morning, leaving me no opportunity to respond. I am highly concerned about Airbnb taking my money despite my explicit statement that I would authorize no refunds for this guest who is making false claims.

**[Sensitive information removed in line with the Community Center Guidelines]

[Marie8425]

@Ingrid767 

Just offering a different perspective for thought.  As I have mentioned before I did touristy rentals in Hawaii before my Arizona move for many years.

I did the expensive and the inexpensive.

I am not saying right or wrong, but inexpensive does not guarantee a Guest has the common sense that the price is discounted so yes not a 5 star hotel.

I had one owner in Hawaii with a very old Hawaii home so yes some issues.  We had to factor in if that was the market and inexpensive in Hawaii like I am sure your area had high volume.  We made sure we priced and it only added a few dollars to our nightly expense a protection that our refund request would be higher.  We didn't just hand out refunds but it eased the negative confrontational reviews if we could have that cushion because yes that is something we didn't mention

When we had negative reviews similar to yours about things that just are like space heaters or bring your own water.  Learning lessons mention in the listing bring water space heaters might be be needed and available.

The window locks are what got him the refund.  That is considered unsecured so unsafe.

The parking he doesn't say not available but he did not feel car safe.  Again just state in your ad parking is behind building and has lights and exterior cameras.

In Hawaii we had to mention Geckos.  We thought nothing of them every house has geckos, but mainland people aren't use to lizards in the house and older homes usually have a good number lol.  I learned not only to put in listing but to ask people before arrival you did notice harmless geckos.

[Theresa125]

I had one of those too - They know how to work the system to get a refund.  It is frustrating!  At least Airbnb doesn't charge us for these less than honest guests.  Be sure to block him.