Advise with Reservation

[Marcelo743]

Hello everyone, appreciate a good advice here.

Basically, I got a guest last weekend that made an instant reservation on my place. This person said that she was arriving at noon next day. Anyways, later on when I reached out to provide directions and the basic information, this person said that she had NOT rented the house. I advise her that it was showing booked on my end, however, she just ignored my message and basically said that she had not book my place, again.

Later on I reached out to Airbnb to inform them about the situation and they said everything was normal. Well, I prepared the house for their arrival but I was a bit headstand whether they would come or not but it was just weird cause I got the regular confirmation email along with everything else that always happens. I even Google it cuz I though maybe it was a scam.

anyways, 7 days later the person comes asking for a refund stating that she never booked the place, once again. In effect, she actually didn’t go but my place appear booked in the app and hence I couldn’t rent it to anyone else.

now I’m thinking in providing the guest a refund although I’m not convinced that ja far. Besides, the guest accused me of stealing her money and treated me really bad to be fair.

I wonder if any of you have had this situation happen to you or if maybe is some sort of scam that I’m not aware of.

also, what would you guys suggest me to do?

refund? Partial refund? No refund? Thank you so much for your help

!

[Sarah977]

@Marcelo743  No refund! It sounds like the guest never even cancelled the reservation. 

Don't communicate any more with this guest. I hope that you kept all your communication with her on the Airbnb messaging. 

You should contact Airbnb again, tell them about your previous contact where you were asking about this reservation because the guest said she never booked, and tell them she is now harrassing you. 

What is also weird is that when you talked to Airbnb before, they just told you the booking looked fine. What was their response to you saying the guest claims she never booked? What they should have done was contact the guest asking her why she says she didn't book. But there are so many totally clueless Airbnb reps these days, the service is almost useless.

This sounds like some kind of scam, but I really can't figure out what it would be. It doesn't make sense that a guest would claim she never made a booking, and then a week later try to get you to refund. 

[Julie3802]

Hi Marcelo, 

That sounds really difficult for you. 

My only similar experience is when a guest asked to postpone by a week - she was only staying one night. Anyway she was having trouble doiong it so I modified the booking for her. She still needed to accept the change and when I was literally 48 hours out from the first date (again, like you date was held for her) and she still hadnt accepted the change despite me reqaching out to her a few times, I contacted Air BNB to resolve the issue. A bit heavy handed but they ended up getting her to accept the change. Obviously it was too late for the first booking. 

I agree with Sarah, sounds like could be some kind of scam. 

Definitely go back and consult with customer service at AIR BNB to help you figure out what to do. I think its unfair for you to refund her when the place was ostensibly booked ! 

Good luck ! 

Cheers, 

[Dale711]

@Marcelo743 

If I were you, I will simply following  my cancellation policy in the listing announcements.

The guest didn’t check in and didn’t make the cancellation, after a week request for refund. 
I will definitely persevere and stick to my cancellation policy. Carry on to acknowledge Airbnb Support Help Center, present the evidence that the guest treated you badly and keep the reference, request the case manager to involved of  the incident and assist you.

You’re  doing well and right to contact the guest prior arrive. Nevertheless, every times do acknowledge Airbnb immediately, while the guest didn’t arrive after the check in times, always involved Airbnb to contact the guest.

Beware, the guest may contact Airbnb with untrue statements to report your listing for the refund. You will need to defend to yourself with the proof of the conversation with your guest.

The guest may also leave you a negative review for no refund, but is out of your hand! 
You can write a hornets review in the guest profile and respond the guest review into the public. Again, if the reviews is violated Airbnb review standards, do contact Airbnb.

Do flat the message and block the guest in Airbnb.

I hope you can resolve the issue. 
Happy Hosting