What can you do when a guest attempts fraudulent refund tactics.

[Roman521]

We've been hosting 3 beautiful oceanfront homes in the Florida Keys for two years now.  This past week we had a terrible guest who, it seems wanted to get a refund.  The guest faked a cocroach picture and two ants on the beach and said that because of the deplorable condition, he wants his money back.  The list of complaints included everything under the sun including a photo of one light switch cover plate with a tiny gap in the drywall.  Now, for the past two years we have had nothing but glowing 5 star reviews on every property.  

Airbnb seemed to take the guest complaint as genuine and we were considered guilty until proven innocent.  Of course after extensive logical evidence we think that the guest may be told to take a hike.  Has anyone faced fraudulent complaints and what did you do about it?

[Marie8425]

@Roman521 

It happens to us all, we vet our best but sometimes they sneak past you.

First step

If a Guest tries to falsely claim especially what I know is a lie.  Red Flag to me that I am not dealing with an honest person.  That gives me a heads up to not treat as I would an honest issue because dishonest people will use your honesty against you.  

Step Two Don't admit or deny anything to the Guest.  This is a stranger making dishonest actions against you called Guest.  Just a title.

Step 3 If the Guest claims bugs.  I just politely say I can see your pictures would make you feel uncomfortable with the property.  What would you like as a resolution?  I ask because I don't want to guess I just ask.

Step 4 Then you have to look at what is being requested with business eyes.  Yes, they are wrong but being right in an argument with a dishonest stranger can  not be my goal.

Are they scamming me for 50 bucks or 500 bucks?

50 bucks I might just say here and go away.

500 bucks I am going a different route.

[Beckie11]

I just had a similar experience with a guest although they did not go to the elaborate measures yours did.  My issue was complaint of sand on floors, dirty couch/hidabed, dirty utensils. 

My renter had communicated with me directly via text of an issue with a missing TV remote which I provided a solution.  I did not hear anything else from the guests UNTIL AFTER they checked out.  It was then that they informed me of many issues (referenced above) and demanded a refund.  One of the guests demanded a partial refund and the other demanded a full refund.  I have had the same cleaners for 4+ years and I have a 5 star rating on both rental platforms that I use.  I did talk to the cleaner and of course he said that all the issues that claimed were unfounded and stated that he would have been more than willing to go to the unit and address the complaints if I had contacted him.  I believe these folks just are trying to scam me to get a refund after enjoying my property for the 3 days they stayed there.  I am assuming when I tactfully tell them that I would have addressed their issues during their stay if they had informed me immediately and dont provide the refund that they will give me crappy rating which I will respond to but am fearful how it will impact future rentals.  I have not decided if I will offer them a future discount for a return trip but I likely will.  Hard to know what to do with scams like that.  Is it worth the hassle to not give them a partial discount to avoid the negative rating?  Would love to have some opinions on that

[Helen3]

In your situation I would want the guest out asap and tell them that despite being as advertised and no evidence of coackroaches/ants as property isn't a good fit you are happy for them to leave straight away and for you to agree to refund any days that don't stay once booking is cancelled by them and as long as property left in good condition in line with your check out T&C