New host. Guest wants full refund after checking in.

[Susan4255]

I am new host and I hope I can learn from all of you. 

thank you in advance!

Short after checking in, the guest, who is absolutely new to airbnb, was asking about AC. We don't have AC and the listing didn't say we have AC. So I told him that. 

Then after another 25 minutes he said it is not what he expected and the place is dirty. 

I offered partial refund immediately and sent my PM over (costed 50$ for him to drive over)

Giving the situation he offered him "Full cleaning fee refund of $99, a partial refund of $100 and having someone clean the place to his satisfaction immediately. "

The two night stay net me $380, with $200 off, $50 for PM's trip, and $120 for cleaning after he left, I am basically provide housing for free, but that is not the point, just to show my genuine efforts to solve any issues that they presented.  

The PM said the cleanness issues were insignificant--- at lease from his experience managing 20+ airbnb units locally. There were a hair on the bed, a finger nail on the floor and some sign of hand on fridge door.  The guest also mentioned dust under the bedframe. 

Now the guest has left and want full refund. I believe the key issue is about the AC. I don't think it is fair to offer full refund. 

So the question is what I should do at this point to minimize the impact. 

What is the likely outcome if I refuse the full refund request and he goes to airbnb? Would airbnb side with me and deny his full refund request, or more likely airbnb will give him full refund anyway?

Please help. Any suggestions is highly appreciated!!

[Summer64]

I agree with this. I purposely am not the cheapest listing in my town for this reason alone. When I first started with airbnb and had no reviews, I was the cheapest place in town, and while all of them gave me good reviews....hosting some of them was an experience I'd rather not repeat. It also ended up being expensive when guests not used to the amenities took total advantage (packing snacks and k-cups in their luggage, etc...).  The only requests I've ever received for discounts in my rate was when I was the cheapest place in town.

My goal is to be just a little bit more expensive a night than the the cheapest. I also look at their reviews and pics on the regular and price accordingly. 

[Susan4255]

Good advice. Thanks

[Susan4255]

Thank you for looking into it. Your advice is very appreciated.

I purchased a portable AC today and hope it can take care of the issue. Also I will make it more clear in the listing. 

I have already taken a loss with the guest, I don't want to risk pissing off my PM. I cannot find another one to replace him in a week. In my local area finding people to work has become a huge stress point. I know if I fire him, he could replace me in a day at higher rate, and if I am lucky find another guy, the new guy would cost more.  I am not defending the PM. He should have done a better job. I am just saying my business situation is so unhealthy. 

Wages have gone up at least 50% from 2019 (in cleaning, property management and handyman type of things) Rent went down 20% in the mean time in San Jose, CA. Dragging down airbnb with it. I know I am off topic  so I will stop right here. 

The whole thing is really not worth the stress. But anyway thanks again!

[Branka-and-Silvia0]

@Susan4255  you said you refunded the guest... just wondering, did you refund him in cash? Or through the resolution center? Because if you refunded him in cash and now he wants a total refund through Airbnb and if he gets it from Airbnb then he might be refunded more than he paid for his stay

[Susan4255]

Via airbnb. I have not refunded him yet. Plan to give him 100% full refund  after he agrees no negative review. 

[Summer64]

I don't know if you can control that. I would possibly wait until after the review process has ended to refund if that's the stipulation. Because he can take the refund and then still leave a negative review.

I also don't know if hosts are allowed to stipulate a refund based on the review.

Not sure I know much about that side of it though.

[Branka-and-Silvia0]

@Susan4255 

as others have said - even if you give him a refund it doesn't guarantee he will not give you a bad review.

Hosts should really stop giving refunds to guests who have stayed the entire reservation period because guests are getting used to it and lie for refunds more than ever before. And because we are not hosting for reviews but for money.

I would tell him what you told us: "The two-night stay net me $380, with $100 cleaning fee off, 100$ extra cleaning provided, $50 for PM's trip, and $120 for cleaning after your stay, so you basically stayed for free already. Sorry but I can't refund you anything more "

And I would give him a bad review at the last minute or after he writes his review.

I can't sand such people.

[Ursula117]

Absolutely agree.

Whenever I get a difficult guest who I detect just wants to complain, I ask them right away if they would prefer to stay somewhere else and offer them  a full refund for their unused nights (because their happiness is so important to me  I wouldn’t want them to stay where they weren’t completely comfortable, of course!). Most people are way too lazy to find another place, and end up begrudgingly admitting that they are in fact content to remain.

That pre-empts the “have your cake and eat it too strategy” and works like a charm.

[Sarah977]

@Susan4255  You can't do that! You cannot trade a refund for the promise of a good review, that is extortion and specifically against the TOS. If the guest reports you for this, you can be delisted.

Not to mention, just because a guest says they will leave a good review doesn't mean they will. You have no control over that.

Whichever property manager you choose, you are paying them, they work for you. You are the boss. You tell property managers what you require of them, they don't get to tell you. If the pm thinks previous guests' hair and nail clippings is no big deal, you tell them that's not the attitude towards cleaning that is acceptable to you.

[Susan4255]

@Sarah977  @Branka-and-Silvia0 @Summer64 thanks for letting me know. I didn't know. I will stay put and let abnb handles it. 

[Ryan2352]

Sounds like the PM is from one of those rental management companies.  I've seen very bad reviews on how clean some of them get places.  I would consider all of those issues significant as a host or guest.

Lack of AC, that should be very upfront in your description.  I'm from CA as well (near Malibu) and would not rent a home w/o AC... but maybe that's just me.  I've visited San Jose before (love the Winchester House).

If you're close enough, you should consider inspecting the home after it's been made ready by the cleaners and get on the PM's case about any issues you find.  You are their customer, after all, but at the end of the day they have the biggest impact on your profitability.