Guest Cancels On Arrival

[Blue-Mountains0]

Advice appreciated.

A guest cancelled reservation upon arrival saying there were cobwebs near the door and that the house smelled bad and they couldn't stay. 

I was stunned as, firstly this has not happened in the near 6 years I've been hosting, and I had my cleaner in that morning.

I have a supervise status and a 4.9 rating for cleanliness.

I got my cleaner to return to house as soon as they left to check, and she reported all looked fresh and clean. Only smell was a natural Danish wood oil from new timber shelving.

Guest requests full refund on my strict cancellation policy. I suspect my listing was not read thoroughly, and these guests just didn't like my place. They didn't follow instructions I provided for check in, or for booking, so I believe they just chose something unsuitable to their taste and now making excuses of bad smell and cobwebs.

Should I refund?  

[Sarah977]

@Blue-Mountains0  Sorry about the clueless guests. No, do not offer a refund. Chances are, they will grouse to Airbnb and get a refund anyway. So do nothing at this point. If Airbnb contacts you, asking you to agree to a refund, say no, the guests didn't read the listing, and didn't respond to messages or follow your instructions for booking or check-in- that you aren't responsible for their inattention or the fact that they made up a bogus reason for cancelling. Airbnb may very well override your cancellation policy to appease the guests, but no need for you to do anything to facilitate that.

[Blue-Mountains0]

Thanks for feedback. I am concerned about reviews, and all the effort and care I take to maintain my super host status and positive guest experience.

[Sarah977]

@Blue-Mountains0  People like this don't generally leave a good review whether they get refunded or not. What normally happens in a case like this, from all the posts I've read here over time, is that refunding or otherwise pandering to bad guests does not ward off a bad review. The host ends up losing all the money and getting a bad review anyway. 

There is nothing you can do to make this a positive guest experience. The guests already made it a negative experience. That's on them, not on you.

[Blue-Mountains0]

Yes, an unpleasant experience, and a system that causes host stress. Am questioning whether it's all worth it.

[Helen3]

There is no reason for you to refund the guest.

As you know the guest is meant to give a host a chance to resolve any issues. They didn’t.

No refund. 
leave an honest review to warn other hosts 

[Blue-Mountains0]

I was quite bewildered when I got their call. I told them my cleaner had been there that morning, so I couldn't comprehend their complaint. I suggested they open some windows, explaining that it was a non-toxic timber for interior, but they were adamant, they could not stay.

What else should/could I have offered to resolve?

[Ute42]

.

@Blue-Mountains0 

Tell Your guest that You are tight with money right now and You cannot refund anything at this point of time, but you would consider a refund in 14 days from now.

Meanwhile, leave them a horrible 3* review. Write, that this guest was the only one out of 200 who thought Your house smells and that he wanted a full refund because of it. This guest will not be able to book a new place with his existing airbnb profile.

Renata, if You refund money right now and then Your guest rates You 3*, You will be freaking out.