A guest shows up, decides it is too rustic for his children, leaves

[Martha35]

A guest from this past Monday, shows up, decides it is too rustic (barn yard and chicken coops and gardens) for his children, does not see the accomodation, then leaves.  We had been in contact Friday when he booked, at that time I requested a 2-3 hour window of his arrival time so I would be here. I was here alll day, waiting. Monday I heard nothing until 8:52 pm, saying he was arriving between 2-3:30.  So I am thinking, does he have the wrong day?  At 9:03 pm his message reads he came, looked around, too rustic for his kids and left.  He later said, today that is, that the "watch for dog" sign made him not knock at my door and that the old farm house looked like it had damage. Well, his cabin was in the woods, not near either of these buildings.  I am thinking, that combined with the weather which was a little stormy, that he came and did not make much of an effort to reach me, looked aorund, did not like what he saw and left, just like his message read. so now he is looking for  a refund. I dont want a negative review, but I really dont think this is fair to me either.  Yes, I have no idea how I missed seeing him arrive as my desk faces the entrance road and it had to be perfect timing for me to have missed him.  How to handle, anyone? How do I resolve?  I cant use the resolution center because it says " ask or send" money, which I am wanting to do neither.

[Helen3]

You have nothing to worry about in terms of a negative review he didn't stay so he can't leave one.

Write to your guest. Say how disappointed you were that he didn't give you the opportunity to show you around the cabin he had booked. Express your suprisee about him not realising  that your log cabin was in a rustic setting from your description (quote) and  photo's (link to) and that he mistook your farm house buildings for a log cabin in the woods. Also mention you had been at your property all day awaiting his arrival directly looking onto where he would driven up, so were suprised you had missed him. If he was concerned about your dog he could have called and you would have come straight out.

( a shorter version needed but you get my drift)

Let the guest know that they will need to cancel with BnB. Whether the guest will be refunded will depend on what cancellation policy you set for your property.

[Susan234]

Call Airbnb customer service. I have had an excellent experience with them. Be sure you have lots of pictures and a very detailed description of the rental and the property in your listing. The dog warning sign would be a concern to anyone. Guests should feel comfortable going to see the host on property. If the dog is not a risk and the sign is for effect only I'd mention it in your listing. If the dog is a risk I'd rethink hosting. Kids are kids-some parents aren't diligent about keeping them close or supervised. Ultimately you will be held responsible if the dog harms anyone.