Hi all. I have an unexpected challenge.
My partner and I are "superhosts" in Lisbon, Portugal. We rent one room in our own home - that is, a private bedroom and bathroom in an apartment that is shared with us (and our dog). We've had many guests, all excellent reviews and no complaints. Until today!
A couple who were booked in our guest room for three nights have stayed just one and are checking out early. Early-to-bed and early-to-rise types, they are complaining of noises at night and demand a refund. She insists that she is a very sound sleeper but was utterly disturbed for two full hours, from midnight until 2:00 a.m. She says that they pay for a good night's sleep, and they are not getting it, and therefore they want their money back.
It's true that my partner and I arrived home around 1:00 last night after a concert, but this is not at all uncommon for us. In fact, it's not at all uncommon for Portuguese culture in general, which is - like Spain - highly noctournal. But we're always extremely careful to be quiet and considerate of our guests and, as I said, we've never had anyone complain or make any mention of it. We are very sensitive to it, such that we even provide new earplugs to all guests when they check in, just in case!
Our guests obviously understood that they were renting a room in a shared house, and this means that the hosts will be present and moving around, living our lives. This is not a hotel, nor is it a private apartment. We feel entirely certain that we have not done anything out of line, inappropriate or unacceptable and I do not feel that a refund is in order.
Does Airbnb policy obligate us to refund the guests' money?
Any suggestions regarding how to deal with their inevitable bad review?
Thanks!