A guest that stayed one night and 1 day due to incident with other guest asking for full refund

[Helen386]

Hi ,

I am seeking some advice on a guest requesting full refund through air b n b.

The guests booked 3 nights accommodation and reacted to another guest with a drone flying over our property. We as hosts were not aware of incident until the guest packed up and left and was very angry. We tried to communicate with the guests but he drove off with his wife. 

The guest stayed one nght and one full day and is now requesting a full refund through air b nb has anyone experienced this and can you advise the best way of going about this. We have had to clean up room get rid of rubish , bottles of wine ect. The guest also had a dog so a little extra cleaning to do.

thank you Helen

[Branka-and-Silvia0]

@Helen386

well, if he cancelled and now request full refund from you , you can decline their request . Then they should sort it out through Airbnb and should get refunded according to your cancelation policy.

Eh... the problem is that Airbnb may or may not ask to hear your side of the story first and just refund them partially or fully.

Maybe the best would be to contact Airbnb by yourself and briefly explain the situation : They arrived with a dog, stayed 24 h, didn't say anything to you or to the other guest so you were not avare of the problem and couldn't act timely to sort it out. They packed and left a mess behind them. Also tell Airbnb that you expect your cancelation policy is honored. 

And then just wait. You may get a call from ABB representative trying to convince you to refund a guest. But you can refuse.

[Helen386 · Accepted solution]

Thank you so much for your support and reply Branka and Silvia  it really helped . I am not sure how to contact Air b n b directly appreciate any guidance.

Thank you again warm regards Helen

[Branka-and-Silvia0]

@Helen386

here is the link https://www.airbnb.com/help/contact_us?locale=en#/

click on "message us"

choose the property your guests booked

choose your guest

select the problem from drop down list and explain the situation

other ways to contact airbnb 

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M18763

the best is if you save both links in your bookmarks

good luck 🙂

[Helen386]

Thank you so much for the quick repsonse you have been very helpful .

warm regards Helen 🙂