Hi everyone,
I have had a customer after almost a week there stay requesting a full refund do to apparent untidy and dirty home, now this place was cleaned prior going above and beyond what certain hosts cleaning services provide. They also claim that it was so untidy that they couldn't even stay one night and left and went home without notifying me for almost a week.
- They claimed there was hair left over
- Urine stains around toilet
- Dust on skirting boards
- Claiming that someone was living at the premise while they were staying
They have taken photos which so minimal dust and some hair not take into account the following
After I heard from them I contacted the person responsible for cleaning the home and asked them upon there next visit that they record a video from the moment they open the door.
They found the place was left in a disgusting state that I hope no host has to come back to,
- They definetly stayed as the bed was cleary used on both sides of the bed
- They had urinated all over the toilet seat
- They left a hair brush with a build up of hair in a draw which happened to be the same they complained about
- They stayed possibly over the stay as it had a large garbage bag full which can take almost a week to fill with 2 people living there full time
- They had used the washing machine and dryer without cleaning the lint trap which after is full spits lint and dust into the air which happened to be the skirting boards she complained about
- They used to towels that were provided even though claimed they were wet even though we have someone seperate to the cleaner verify they were dry and in place before checking in the next guest
- No one was living there as well due to us being overseas at the time
- Nothing was wiped down and dishes had been used and left
Now we advertised the apartment as a 1 bedroom with shared spaces but had the apartment to themselves as we are overseas, so we locked out 2nd room which has our personal belongings in and also asked them to stay out of a seperate freezer and 1 cupboards which were locked, they stillhad a freezer and fridge to use along with all cooking utensils and 1 large spare cupboard to store any food in they wanted which also had sugar, tea, pepper and salt etc to be used as a courtesy.
This guest is demaning a refund based on the fact they didnt stay which we have video evidence that someone stayed there, and the apartment was dirty when we have photo eveidence after every clean stating otherwise.
I have declined the refund stating that they clearly stayed and they are even stating that even if AirBnB does not refund that they will go to the bank and request a charge back.
They have also left us a negative review stating our place was dirty and that was not the case and we are left with only 4 star rating now due to only using airbnb while overseas.
What can I do? Thank you for any help