Hello, My name is Marina.
We recently recevied a group in our property to whom we did alert before they did the reservation that the internet service was having issues, being slow an experiencing not working moments. They booked anyway asking for a discount (not related to the internet issues). The internet issue is also posted in our listing. We are currently having a new internet being installed (hopefully tomorrow) as well as a router cmhae for the existing one. We live in an island in brazil, so internet is not an easy thing to 1)get 2)make it work ok due to storms, weather or simply, the provider, since you dont have options, just one according to where your house is located.
So the second day the group calls me, that they were having issue with internet. It was working in my house ok as well as in another house we have in the same property, all the same service. I do call the provider and the support says too many equipments connected. I went to see them, they had 4 hd monitors for video calls, and of course, 4computers, 4 phones, tables.They did establish a home office at the living room. They never mentioned bedore their reservation they were going to, and i told them that they were having too many things connected (they even told me each monitor needed 10 mg, and we have 30 mg, with issue) and that i had warned them that we were having troubles with internet.Anyway, I offer to set an office space in pther property ( they are side by side, they could work there and walk 2 meters to the house, by internal comunication), they didnt want to and on sunday they left t night, instead of tuesday morning.
I called airbnb and they told me that since I told them the internet was not working properly i should not refund them. However, i offer them a discount for the night they didnt use (monday) and an early check/late checkout for sunday, since they left at night to use later on. They contacted me 10 days later to ask me to come for a weekend for free, like the hole weekend, for the two nights they didnt use. I told them that was not possible, since they left sunday night and the other day was a monday, and different fees apply, but kept the monday fee discount and early check in late checkout.They didnt accept and asked me for more than the amount payed for those 2 nights in refunds (outside airbnb). Then they did a claim via airbnb resolution center that was declined. then kept sending me whatsapp message for the money. The last one, right after the review reminder email arrived. Since i did not accept sending a refund, they did a one star review, which is not true, since they did it in alll the aspect and general rating. I called airbnb to have it removed, its under investigation, sent the voice messages and screen shots requested. I do not know how that is going to work out, but today i receive a warning e mail saying my account might be suspended since my rating went down from4.9 to 4.4, although in my listing says 4.65. I am really worried, annoyed, angry as well, can airbnb suspend my account for one review, that was on top of all, not true to what happened? I mean if they want to say wi fi was not working, fine i can responda that, but an overall 1 star rating just doesnot seem ok, its not even true. The house was not dirty, for ex. Communication? I told them upfront, on top of being in my listing, the wi fi had trouble. I would love to have some feedback. The girl managing the removal of the review told me yesterday she was going to be out for 2 days (i filed it yesterday).