Client does not want to pay

[Kofi32]

How do I deal with a new client? He checked into the build g at about 8pm local

time. It was pitch black.

1. Unfortunately for him, the national electricity grid was off, so there was no electricity in the building and all other buildings in area. 
2. He is claiming there are cobwebs and dust everywhere in the building. 

3. He claims because of the electricity outage, he cannot use the toilet. (Ps.. this is a conventional toilet with no need for electricity to operate)
3. He is demanding a refund for the night.

This is palpably false because

1. I always have a cleaner clean the building b4 my next client

2. This is a new building with no history of cobwebs, and I know for sure this is not true.

Setting aside the lie that there were cobwebs in the house, how could he even tell there were cobwebs when the whole house is dark? I feel like he is looking for any excuse to stay for free

Have any of you encountered such clients? And how did you deal with them? Any help is appreciated 

[Emiel1]

@Kofi32 

The guest experienced some issues, as you mentioned.

1. No electricity in the building. Not your fault, but for the guest it is a major inconvenience.

2. ?? Maybe in the dark he felt cobwebs... ?

3. Using the toilet in the dark can be difficult.

I would offer a refund to compensate for the inconvenience.

Hopefully elektricity will be available again soon !

[Kofi32]

Thank you @Emiel1 

[Todd667]

@Kofi32 Yes you have to refund. But to be clear I live in a slightly tropical area. During the fall as temps get lower the bugs try to get in and also cobwebs form in a few places. Especially if you're not there. Could have been cleaned a week ago. Part of it. BUT Airbnb will side only with the guests. Just last month I had two cobwebs form one by a light and one by a floor lamp. The client gave me a 3 as far as cleaning. Some clients are OCD some are not. However, you cannot change it. Also that 3 will boot you out of your rating. With the fees that are collected and explanation given including pictures. Airbnb is not here for you. The lady went on and said she could smell smoke upstairs. I have owned the house 30 years, No one smokes ever. No one in my reviews ever said that.  I did have air fresheners in parts of the house. She said I tried to cover it up. What a Witch and never brought anything up to me. Her words are wonderful, had a great time. But they do not understand because Airbnb does not explain that it is the rating that counts, not the words. I talked to her because she left an item, she was pleasant but said she left me a great review and how that rating was given all the weight was not explained. So good luck 

[Kofi32]

Many thanks for your advice @Todd667 

[Bhumika]

Hi @Kofi32 , hosts Todd and Emiel have shared their thoughts regarding the situation. Whenever you have a chance, could you take a look and share your thoughts with us?

Regards,