Apparent scammer

[Denise1205]

Hi Everyone!

I need help and can't find answers. I'll try to keep this short.

A person reserved yesterday to arrive with partner same day. I asked what his ETA was and I didn't get a response until after 11PM. I heard him (them) arrive around 11:45PM. I had informed him there was another guest in the suite next door.

At 1PM today he texted to say the "people" next door snored so loud they couldn't sleep and left at 1:30AM.

They lit a candle (still burning after they left), ate the provided snacks and left with several bottles of water. They did not get into the bed but obviously laid on top, with crumbs everywhere.

He then proceeded to request a full refund for the inconvenience.

I spoke with our current guest and he confirmed he heard them come in and he didn't go to sleep until after 2AM. He was watching programs with his earbuds in. So, obviously he wasn't snoring.

Their excuse for lighting the candle was that the guest had cooked something and it smelled. That guest has not cooked anything, ever.

This person has two more nights left on his reservation. Do I owe him any sort of refund? I want to do the right thing. 

He actually asked me if I would refund him or is he coming back to stay?!....

What is the policy for this?

[Kath9]

@Denise1205  it doesn't sound like the guest has proper grounds for demanding a refund. Did he actually cancel his reservation? If so, I would simply stick to your cancellation policy - depending on what level it is, they might be able to get a percentage back for unused nights. If he didn't actually cancel, then he should not receive a refund (although be prepared for a bad review, which you may get either way). Make sure you review him as well to warn other hosts, and that way you'll also be able to leave a public response to his review.

[Denise1205]

@Kath9 Thank you so much for your response.

He has not yet cancelled. I told him since he left a candle burning in my room after leaving, that I didn't feel comfortable having him back. I said I would return the service fee and look into the policy in respect to the remaining two nights. 

Should I not cancel his reservation? I don't want to hurt myself. I told him I would be fair and follow the rules as to what I should do.

[Helen350]

Don't cancel @Denise1205 ! (Might come back to haunt you.)

I see you have a 'flexible' cancelation policy, so IF the guest were to cancel, he would forfeit the first night's fee and the service fee, but get a refund from Airbnb for the subsequent days.

You could send him a message saying that if he cancels from his end, the cancellation policy will kick in & Airbnb will return his payment for days 2 & 3? Maybe mention you'd be grateful if he cancelled, then someone else can book?

It all seems fair to me, he gets refunded for the unused nights, but YOU get something to reflect that you have to wash the bedding they dirtied, & clean up their mess. Plus they DID use your room.... (A hook up maybe?)

They've clearly lied about the room not being satisfactory because of a snoring neighbor, AND consumed your snacks & water. So stand your ground, they owe you for this first night; you don't owe them!

[Denise1205]

@Helen350 Thank you!

I will do that.

And yes, looks like a hook up. ugh.

[Helen350]

@Denise1205 He'd have to cancel very quickly for an Airbnb issued refund.... I just read the policy, wondering if even  time to get night 2 refunded...?

https://www.airbnb.co.us/home/cancellation_policies

[Denise1205]

@Helen350 Actually, he may not be refunded for tomorrow night either. I'm reading that it's 24 hour hours prior to check in. It is now 6:22PM here and check-in is at 3PM.

[Helen350]

@Denise1205 - Look at the right hand column of the flexible policy : "If a guest arrives and decides to leave early, the nightly rate for the nights not spent 24 hours after cancellation are fully refunded."

[Denise1205]

@Helen350  @Kath9 

Thank you both for your smart advice. It saved me a lot of trouble.

After speaking with Airbnb Support, the reservation was cancelled and I will keep the full payment. 🙂