Another refund given to a guest based on nothing

[Andrea4560]

I have recently had a guest that booked an apartment of mine in Florence, Italy. The apartment is overlooking the main cathedral and square of Florence. I have added on the property description and on the amenity limitations that there is a potential noise due to the location.

This guy complained for 2 days about the noise of course, on the third day he sent a photo of a massive blood stain right in the middle of the bedsheet, impossible to miss for more than 2 days. Of course he said that it was already  like that and that he wanted to move out, with the usual threatening messages of bad reviews etc. Long story short, he cancelled and according to the cancellation policy, he received 50% refund of the remaining nights. Today I was contacted by Airbnb (un)support service asking if I wanted to give a full refund to the guest because he had to pay for an hotel for the remaining 2 nights. Obviously I replied that I did not agree, because I don't have to. pay for someone else's hotel. After my legit refuse, this woman of the (un)support, ***, said that because of the blood stain she could have given a full refund. I replied making her notice that after 48 hours a complaint about something so obvious was clearly difficult to sustain as genuine, and anyway by policy it should be done in the first 24h. At this point *** didn't give up her mission to refund the guest, and found her ace in the hole. My apartment is a 1 bedroom apartment with sofa bed in the living room, commonly advertised as one bedroom with 2 beds, one in the bedroom and one in the common space. She said that it was misleading, and that I changed it after the reservation was made. Now, I use a channel manager, they provided me with a record of info sent to Airbnb, where you can see that the apartment is never been amended or changed (especially since 2 beds is a correct info to give). I took a screenshot in the morning, where you can see 2 beds, and one in the afternoon after *** cancelled my sofa bed. This is called stealing. Is it normal that Airbnb always finds a way to give full refunds to whoever asks for it?

I tried again to call but there is no way to talk with anyone or escalate the case, . I'm tired of being punished for doing everything right. Any suggestion fellow hosts?

BeforeAfter Lydiadescription of bed layoutwarning about noisePotential for noisecalisting

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[Linda108]

This may or may not work, but many hosts have just called a different time and worked with another CS and gotten a different result.  You have 75 listings on Air BNB, so while you may be correct that the guest was looking for a way to get a refund, it might not be worth your time and effort.  Given your level of experience, I would think you have seen it all in terms of guest behavior.

[Patricia-and-Anthony0]

I have a house in Hallandale Beach and I had the same experience, at least 4 times. The Guest manipulate to get refund: one time the guest sad there were ants and water coming from the terrace roof, another sad the AC outlets were dusty, another that the shower courting had a spot, and the last that the floor had dust. When we call they continue to complain and then, they take the conversation clearly toward a a bad review or a refund.

This has become a way of booking: they pay but when they are there, they find details to say that the house was not cleaned and they had to clean because they can't stay in there, and they ask for refund.

This has to stop, and Airbnb has to find a way to help us.

Apart from messaging only in airbnb, what else can we do? Please give us some tools to avoid this.

REgrads

Patricia

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