Hello Everybody,
Just a little background :
I received a request booking from guest for our house in Mauritius on Friday. She actually asked me to contact her outside of Airbnb at first which I never do, so refused. Asked for a discount. As they are staying 22nights and we have been struggling massively due to covid and closed international borders, I sent her an offer of EUR 56/night instead of the usual EUR 120/night. Had lengthy exchanges with her regarding what we offer at the house and what is around for recommendations. Which I am absolutely happy doing to ensure guests are satisfied fully before booking.
She booked on the Sunday to check in on the Monday.
Early morning on that Monday I had a another 15 minutes chat over the phone with her regarding everything about the house.
Thankfully the house was already cleaned and disinfected before hand, I just had to rush a team over to make beds, mow the lawns and make sure all appliances are in working order, put out the coffee, milk, soap and other little goodies we put out for guests.
After self checking in that Monday evening, she gave me a call at 3am, I assumed it must have been an emergency, such as no power or the same.
She basically told me that the house was lovely but not "the right fit for her family, especially after working so hard to get to Mauritius" and did not wanted to offend me, whatever that all means?
She didn't complain that it was dirty (I know it was extremely clean) or noisy (residential area, have lived there myself) or that the house was not what was advertised: I have a lengthy description, over 40 photos and even a floor plan! She did say it she thought it would be bigger.
During our conversation, I told her that right now there was nothing I could do to call back in the morning say around 6/7 and that I would send the house manager to visit.
About half and hour later I received a massage from Airbnb saying the guests had cancelled and a full refund was given to them (!!)
I really do not understand why? I have a Strict cancellation policy, and there is absolutely nothing wrong with house.
I have messaged Airbnb and they said they were investigating the matter.
I have ask the guests to leave the space immediately but they said Airbnb told them they had until checkout time the next morning to do so (?!)
Anyway so now those people are just getting a free night on me? As you can all imagine it is all quite stressful and upsetting and I would really appreciate some of you guys input on my situation? what should I do? Is this normal?
As additional info, I only have 5 stars reviews never had a guest complain of anything!
Looking forward to your feedbacks!
Thanks
Sandrine