Advice pls

[Carla732]

Hi,  new to Air BnB as a host. I've had two people stay who have given me excellent feedback. However, a gentleman turned up for his 4 night stay, had a shower and then told me he would not be staying any longer as my house was disgusting and smelly. 

Now, all I can say is that the room had been decorated the before, with new bedding, towels and furniture. It says in my listing that the bathroom needs modernisation, but is functional. Every surface is cleaned, floors hoover, mopped and I've got air fresheners everywhere - like a standard home. It's far from the Ritz but I think for 20 pound a night, it's perfect. 

Now, he asked me to cancel but I read that has consequences for me, so I told him he has to cancel from his side. But now I've received payment, so I need to get it back to him. So any advice how, and how much is his opinion going to effect me as I'm sure he will give the worst rating ever 😣

[Alice595]

@Carla732You may contact Airbnb support to do the cancellation if you are to refund him unused portion. Otherwise, just ask him to cancel and he will lose the entire payment because the trip had started. He would have to go through Resolution Center to request refund. But before he gets his refund, he has to provide evidence why his cancellation is legitimate.

You do not cancel it on your side because Airbnb will penalize you.

[Emiel1]

@Carla732 

duplicate posting of: https://community.withairbnb.com/t5/Help/cancellation/m-p/1044168#M218469

[Susan151]

@Carla732  Standard homes do not have air fresheners. I have no idea if the house is clean or not, but an air freshener in every room would be reason enough for me to leave. I hate the smell. It makes me sneeze and feel light-headed. And, it suggests that there is another underlying smell such as mold or animal that you are trying to hide.

He should be the one to cancel. AirBNB should be the one that decides if and how much of a refund that there might be. They are your booking agent. Let them do that work!

[Emiel1]

@Carla732 

If he cancels, the cancellation policy decides about the refund. As yours is "flexible" he will be refunded automatically for the nights remaining at 24 hours after cancellation time,

details: https://www.airbnb.com/home/cancellation_policies?guest_fee_policy=grace_period_at_most_48#flexible

If you are allready paid, any refund will be deducted from your next payout.

Best regards,

Emiel