partial cleaning fee refund due to dishwasher full of dishes

[MariaCecilia22]

hello, i have a guest requesting for a partial refund due to a full dishwasher when they arrived and they had to turn on the machine themselves. our cleaning lady said that it was empty when she left after cleaning our home. i feel this was an oversight and would like to honor the request of our guest but not sure how much refund i should give in exchange of the guest turning on the dishwasher. everything else in the house is clean and organized and she even said it herself, it was just the dishes that were in the dishwasher that the cleaning lady forgot to turn on,  an honest mistake on the cleaning lady.  the cleaning fee is $136.00. thanks.

[Mark116]

Well, at least she didn't rave about the crazy guest like the rest of the hosts who have reviewed her did!  When I read that review it tells me the host wants to be neutral,not say anything negative, but I agree w/most others that this guest was extremely demanding and causing many problems and ultimately cheating the host out of 1/2 the cost of the stay should have gotten something more negative.

[MariaCecilia22]

i think this is the best response i can give..

complained of various discomforts, however decided to stay anyway, and requested a refund upon full completion of stay. Would not recommend to other hosts'. 

[Colleen253]

@MariaCecilia22  But THIS ^^^^ is the verbiage you were supposed to give in your review of HER , for other hosts. This reply to her review of you will only appear to YOUR future guests. As such, this makes no sense now.

[Lisa723]

@MariaCecilia22 I was about to agree with @Mark116  that you should be able to get that review and its associated star rating removed, due to its mention of Airbnb involvement.

But, after the recent review guidelines update, I can no longer find the clause that disallows such mention.

So maybe the policy has been changed (unless someone else can find it?)

I would still try it personally, and hope you get a CS rep who doesn't know that.

[MariaCecilia22]

I checked as well and that rule is no longer available... hmmm.

[Susan17]

@Lisa723 @MariaCecilia22 @Mark116 

The clause you're referring to is this one.. 

  Content that refers to the details or outcome of an Airbnb investigation

...and yes, it was removed from the Content Policy after the most recent update. I searched for it everywhere when I first noticed it missing, in case it had been moved elsewhere, and also cross-checked with a couple of other hosts who run FB groups, who are also pretty familiar with Airbnb's policies and T&Cs, and they haven't been able to find it anywhere else either (the only place I could still locate it, was in the Community Centre Guidelines, although oddly, it's slightly different there.. 

Content that refers to the details of an Airbnb investigation

From what I'm hearing so far, at least some of the CX agents are already aware of the removal of the clause... but it's certainly still always worth a shot if you're trying to have a vindictive or retaliatory review taken down. 

[Susan17]

It's probably worth mentioning here that there have also been some clauses added to the Guest Refund Policy since the Nov 1 update to the T&Cs, most notably, this one.. 

3. Conditions For Making A Claim

(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Accommodation, you must agree to vacate the Accommodation. If you choose to stay in the Accommodation, you may still qualify for a partial refund at Airbnb’s discretion as described in this policy (regardless of whether you reported the Travel Issue up to 24 hours after check-in).

[Mark116]

@Susan17  LOL.  How nice of airbnb, but I wonder if since it is at airbnb's 'discretion' are they giving these refunds from their own money  or are they refunding host's money?  It never ends.  It's interesting they changed the policy about details on claims.

[Colleen253]

@Mark116  "......since it is at airbnb's 'discretion' are they giving these refunds from their own money  or are they refunding host's money?"

That was tongue in cheek, right? 🤨

[Colleen253]

Yes they removed it. @MariaCecilia22  you could still try anyway, as @Lisa723  says. Most CX won't have any clue either way. You might get lucky.