Do I Refund a Guest who just Left?

[Barry104]

A guest arrived at my property to visit her brother.

She was tired and jet lagged.

I showed her around the property & the local area and she seemed happy.

I then passed by an hour later and she seemed happy.

 that evening I checked my email she sent me a message to say she had left because it was dirty and wants a full refund.

I have  expressed my disappointment and  and I am returning to the property this evening to check.

 I have requested why

a. she did not express  that she thought the property was dirty at the time she was there and shown the property

b. she did not express any such thoughts when I returned & if she

c. would be kind enough to provide photographic evidence.

She has done has not replied to these requests and only demanded a full refund.

 I suspect that when she arrived her brother suggested she save her money and stay with him or my have known someone locally, although I have no evidence.

 I  believe the property will be perfect order when I view this evening  and  with no  photographic evidence either feel it’s unfair that the guest should receive a full refund for what appears to be a change of heart.

 What can I do?

 Thanks in anticipation.

Barry

[Roberta2]

Hello @Barry104

You should do nothing! Communicate ALWAYS via the Airbnb app. 

The guest needs to start the refund process, if they want to do so. But if you start it, you are, in fact, accepting his demands and his claims.

Airbnb may side with them, they may not. You should wait and see. Be aware that Airbnb may ask you to agree with a refund. If they communicate with you, read the email carefully before agreeing with anything.

[Linda108]

@Barry104   I agree with @Roberta2 in that the guest must initiate the refund.  Looking at your listing, it is so very modern and sleek, I would imagine if there was lack of cleanliness it would be very evident.  It appears that your listing has not been active on the Air BNB platform for a while.  Did you have a long term guest/tenant?  Are you certain that the space was cleaned to your standards?  You do have a couple of reviews that cite lack of cleanliness, but the majority of reviews are so positive and mention how clean the space is.  Good luck with this issue

[Christine615 · Accepted solution]

Make sure you take pictures of the apartment. The meta data will track the date. Then use the Airbnb app to message the guest with photos. I had damage from a guest (spilled red wine on their last day all over the new rug, the walls and the bed). Airbnb backed my request to the guest for damages (she did pay) when they saw that I inboxed the guest with pictures before my next booking.

Photographic evidence is always helpful.

[Barry104]

 The guest was  escorted around the property - and indeed the local area- and she expressed her contentment with both. I returned one hour later to check all was in order and she confirmed it was.

 I believe that most guests who stay in a hotel - for example - and found the room wasn't  satisfactory would firstly go to reception.  If it is still not satisfactory, I believe most guests would go to reception and request another room. If the other room is not satisfactory, I believe most guests would again go to reception and ask for a refund.

 The point is most guests would give the host an opportunity to evidence the problem and put it right.

 My frustration is that this guest made no attempt to inform me of any problem when asked, left the property ( with the property unlocked) before notifying me of any issue  and then demanding a full refund.

By neglecting to  show me the issue or forward any photographic evidence ( I did request this) I am put in an awkward position.

 I obviously do not want a negative review, but by offering a refund or not I think I am powerless to stop that.

 I have notified Airbnb and await their reply, and am hugely grateful for the advice provided by members of this group who told me not to cancel her booking -  I am not sure what the consequences are doing so other than making the decision  easy for Airbnb to side against me.... massive thanks to you

[David126]

Never let a review hold you Hostage, that will lead to madness.

You can manage them to some extent, wait until just before 14 days and hopefully that will not trigger the Guest to leave theirs, also gives you a chance to get a few mor booking and reviews in so that one gets buried.

If they do leave one and hopefully breaches ABB policy try and get it removed.