Asking critical guests to leave

[Ej3]

I've been reading similar stories today and wow, eye-opening. 

My situation today was that a family party, all adults, checked in, showered, made themselves at home, then after 2 hours sent a message saying they had had to clean everything, were "surprised" as my listing implied a higher standard of cleanliness and that it was unacceptable that my dog had gone upstairs to look in the door.  I replied saying I, too, was surprised as I have a cleaner but had checked everything before they came, and I thought it best they leave. I then looked on here and on the advice of one 2016 article rang Airbnb Spain and reached a very helpful English-speaker who advised what my options were, (basically, best to get the guests to cancel).

They did cancel and leave, the booking is off my calendar, and Airbnb is now asking what I want to do about the refund (my terms are strict, so I do have the option to refuse, or give a partial refund, or in full). Surely they should have told me if they had issues, not cleaned up themselves and then complained? (I live downstairs, and was home). Not only that, all the cleaning products I supply were tucked neatly away exactly where they had been, (including the broom, still with dustpan clipped on as it had been), no cleaning cloths had been used, and even the dishwashing liquid had obviously only been used for their coffee cups. So - cleaning everything? 

I did re-read the reviews, wondering what I had missed, all either good or noncommittal  - the family has been travelling in Spain for weeks and not one review posted since earlier this year. It wouldn't have helped me if there had been recent warning reviews, they booked months ago.

They were my 99th Airbnb booking and I am a Superhost, so I do usually get happy reviews. The house is old and not 5 star but neither are my prices. However I do obviously aim for clean and comfortable and was shattered by their complaint - now I'm just puzzled because it truly isn't cleaner than it was!  I am therefore not happy about refunding, and Airbnb has said it is my option as my terms are strict.  It was a 4 day booking, and I am closed from the 27th of July (this is 21st)  until end August, so I am unlikely to re-let.  Any advice from more experienced hosts? 

[Mike-And-Jane0]

@Ej3 if you asked the guest to cancel I suspect you will eventually be required to refund the guest.

[Ej3]

Granted. I was really hoping to find out what others do in the same situation, where quite obviously the guest is trying something on.

[Jenny]

I'm sorry to hear about this, @Ej3. I thought this article might be useful for you, as it outlines what the guests should have done if they weren't happy with the cleanliness of your listing.  It sounds like it was you, rather than the guest, who contacted Airbnb Support.  They had 72 hours to contact Airbnb about any concerns, and to provide evidence.

It's been a few days now since you posted, I'd be interested in knowing what the outcome was.  Have you come to an agreement with the guest or with Airbnb about how to handle things?

Jenny

[Ej3]

@Jenny- thanks for your reply -Airbnb was entirely neutral about advice on handling it, but the woman I spoke to logged in to read the correspondence, so I wrote back to the guests saying what I said above, that I was puzzled as the cleaning products hadn't been used, to put it on the record. They replied saying they were shocked I hadn't offered to "flatten the difference".  It was a con. 

I think with that damning comment on the record I would have left it up to Airbnb to choose whether to refund in full or in part, if at all. I hadn't expected to be paid anyway.

However the suite let again within hours for 3 days so I used the "offer" option to pay them for the 3 days (they'd booked 4) and have not yet heard back (one reason I hadn't responded to comments). 

Thanks for the article link, I don't want to be caught flatfooted again. I knew the suite was clean, but the guest is always right, so how to react when the guest is telling blatant lies - 

Ever so hot here in Spain, wishing everyone on Airbnb a good summer (or winter).

[Kate867]

@Jenny  Sorry to chip in here, but does that 72 hours ‘window of opportunity’ to complain not depend on the terms and conditions based on the date when the guests actually booked?  I understood that those new terms (72 hours instead of 24 hours) was only in effect for bookings made after that date?  Would appreciate the clarification.

[Jenny]

That's a good question @Kate867  - thanks for asking!

You're right, the timescale for reporting any issues would depend on when the booking was made.  OP said it was months ago so it's not clear exactly when.

The official line is that any bookings made on or after 29th April will be subject to the new policy, and anything before that is subject to the old policy.  There's confirmation of that here.

I appreciate the nudge on this.  Hope the info I've given is useful!

Jenny