refund request

[Merrily2]

10 day rental in Vermont --  He specifically !!  asked before booking IS THERE A POOL  "Of course" I said" right outside the building....."Next day he asked where the indoor pool, sauna, gym were I said they had not been available since the start of the pandemic....He also asked about a hot tub I said no hot tub but I had put the comment at the bottom of my message like a ps but I didnt put PS.(literary style) 

In the meantime I SCOURED my listing No mention of indoor pool, sauna, etc etc on the listing

there is however a photo of indoor sauna in the photos -- please note there is also a photo of skis slopes  from the window there  is also a great photo of clouds .

I  suggested  two neighboring  possibilities for indoor pool, gym,  nearby. 

This morning he asked me for a $200 discount so he could go to the neighboring spa for the day.!!!        He is paying 138 per night  !!

I have not answered yet. I resisted waiting for  niceness to overcome other feelings before I put something in writing...????

toilet has a  small leak (not on the floor but drips inside) which I told him I would ask for a plumber for. which I will

I am just not reacting to him hoping to  hear back from you. 

[Colleen253 · Accepted solution]

@Merrily2 "....asked before booking IS THERE A POOL  "Of course" I said" right outside the building....."Next day he asked where the indoor pool, sauna, gym were I said they had not been available since the start of the pandemic.."

Did he also ask before booking about the other amenities? If he was clear before booking about what was available or not available, then no refund is warranted. A refund of some amount would be warranted if listed amenities aren't available. 

In your photos I see an indoor pool and in the caption it doesn't say 'not available'. I also see a photo of a sauna, and the caption does indicate 'not available'. The thing to know about photos is that when scrolling through, one can't see the caption unless one clicks on that specific photo. Thus, there may be some confusion for people when viewing your listing. If I were you, I would just remove the photos of what is not available to guests for now.

[Merrily2]

THANK you very much. None of the amenities mentioned in the listing were discussed...  And I am sure they were all there. 

And he so SPECIFICALLY asked about the pool if the other things had been very important to him I would have thought he would have mentioned that. 

Also, he reserved for one person and he is there with his wife. But I am not going to mention that unless I have to. Also, he is also a host,  nice room in NY I would hope he doesn't have any guests like him

Merrily

[Sarah977]

@Merrily2  You should not have any photos of amenities in your photo gallery that you do not provide for guests- that would only lead to confusion. Having a photo of a suana or an indoor pool is totally different than photos of the scenery or a local street scene. 

[Merrily2]

I think I do not understand completely how to use the community center. I want to add to the entry I made originally. But is this the way to do it?? 

The guest wanted the 200 refund to use a spa center close to the condo. They were not offering day passses so they had to pay for facials or massages.  There was also a spa offering day passes for 15$ so I refunded him 30$ 

He has now gone to the resulution center to ask for the 200$ I refused and will turn it over to Airbnb to settle.

AGAIN I HOPE I AM USING THIS FORUM CORRECTLY please let me know and tell me how it is expected to work;

[Mike-And-Jane0]

@Merrily2 You are using the center perfectly. Do let us know what Airbnb decide but I am not sure what you mean by turning it over to Airbnb. Just refuse the request and see what (if anything) happens next.

[Merrily2]

Brilliant !! I never thought that he just may stop there.  So I wont worry till I have to.

[Sarah977]

@Merrily2  You can't add to a post you made, unless you edit it soon after you post it. The edit period only lasts for about 30 minutes. So what you have done here, just posting another response, is exactly how it's done.