Cancellation - Brand New host HELP

[Lyndi6]

Hey team, 

I had my first booking and the guests canceled right after they walked in. In my descriptions I have brand new remodeled home. To me that means new paint, new flooring etc. So they said they canceled due to the strong paint fumes. However, I have been done with painting for over a month+. My dilemma is they want a refund. and I am just not sure how I feel about that cause we lost 2 nights. Which I know its so small, but more my concern is do I stick true and hard to the policy I have chosen which is you can cancel 24 hours before your booking and get a full refund. I am just not sure I want to walk down the path of already not even following my policy. The guests ended up canceling and are requesting money back. Not sure what do to, I am 50/50. 

[Emiel1]

@Lyndi6 

The question is:

Is there a extreme strong paint fume in the accommodation ?

If so, refund the guest.

If not, deny to refund request.

Then the guest has the option to complain at airbnb.

Be prepared In both cases you will receive a bad review.

[Lisa723]

@Lyndi6 in your shoes I would refund 100%, because if your first review is a bad one it's going to be a pretty major headache. Of course, they may leave you a bad review anyway, but the chances are lower. Your first few reviews are worth much more than the income for those nights.

[Sarah977]

@Lyndi6  I agree you should refund. If the place does smell like new paint and has gassing-off issues from new flooring, countertops, etc, you can't expect people to stay there until the place is aired out sufficiently. You may need to get an ozone machine, fans, etc, to help with that.

Here's an interesting factoid- I read that while you would think that oil-based paint has more toxic fumes because it smells so strong when using it, people who have allergies to fumes like paint, use oil based paints in their own homes, because once the paint has dried, it is inert- it no longer gasses off. Whereas latex paints gas off forever.