Hi
i wonder if you can help
i am now sending this to airbnb - ythe guests in some way GOIT a refund from airbnb - a reservation was changed to only 4 days without my permission
The guests were booked 23 February until the 10th of march
We have a strict cancellation policy. The guests arrived at the house and liked it a lot. Then on 27th of February we got an email saying that even though they are very happy with the house they want to move out as it is too hot for their baby and they want an air conditioned place. Our place has no airconditioning which is stated clearly. They asked if they can discuss refund but before they got our answer, which was negative, they moved out. We wrote back suggesting we get them another fan or rent a portable air conditioning unit if this helps but explained we cannot really refund them. The guests said they already made decision and won’t be coming back
Until today the guests did not return the key to us
on the 15th February I have received an email from airbnb :
This is a reminder that [personal information removed] has a reservation to stay with you during February 23, 2017 - March 10, 2017 at SummerSaltRaro - above the lagoon.
The airbnb consultant I spoke toi said we got a reservation change which we accepted on the 15th. This is true but that was an extra day – the guests wrote to us to inform that they made mistake as to the dates and would like to book 1 EXTRA DAY
At no point did we agree to change the reservation to only 4 days.
On the 21st of february I got a reminder from you for 23 february to 10 March reservation and on 24th of February we got an email saying
Hi Evita,
We've issued you a payout of €1648 via PayPal. This payout should arrive in your account by Feb 25, 2017, taking into consideration weekends and holidays.
Date Detail Amount
02/23/2017 - 03/10/2017 [personal information removed] €1648
On the 6th of march so only today we have received
- Message saying we have a new reservation that starts on the 23rd of February – obviously this doesn’t make sense
A message contained a previous message from our guests “Hallo, wie bereits am Donnerstag geschrieben freuen wir uns auf unserer Reise 2 Woche bei euch zu sein und den 1. Geburtstag unseres Sohn in dieser traumhaften Kulisse zu feiern “ -clearly stating that they are excited about 2 weeks in our place
- We also received a request to write a review for the guests which states that the guests were in our place only for 4 days and that we are only receiving 400 Euro for that reservation even though we are owed 1648 Euro
I do not understand how that reservation was changed to only 4 days. We have never agreed to change that reservation, on the day of the arrival the guests were still staying with us for 2 weeks and 1 day after their arrival we have received an email from you that we are receiving the full payment for that reservation. I find these guests very dishonest. I don’t know in what way they had achieved that result. I have correspondence with them on facebook where they blackmail me first with not returning the key which they still refuse to give back and then an email saying – don’t worry about it (refund) it was our decision. I can presume that this was sent because they in some devious way obtained the refund from you but it was without our agreement and since the guests moved out not because of our fault as we provided them with exactly what was advertised we find it completely dishonest on their part and very unfair if airbnb would allow this.
I have also wrote to airbnb saying that I am anticipating problems with the guests and asking for your advise but still did not receive any answer
Hope to hear from you very soon and really hope that you will be able to help us here
Kind Regards
Ewa ***