Being accused of misrepresentation by first-time user

[Dianne24]

Tonight I had first time users (elderly), leave after 15 min. I could see they were in a bad mood from the moment they arrived as when I asked how their trip was thus far they said 'terrible.' I see it wasn't going to work for them as the wife especailly, obviously had some sort of other expectations (the husband made the booking), more like an 'inn'. She was especially in a foul mood and everytime she turned her head to look around it was in disdain. When she later handed the keys back she was offensive and disgusted and said my photos looked nothing like my ad and my house was 'too small' saying "I don't know how you can do this." It was really insulting. I mentioned that the photos are exactly representative of my home. The fact I use the word 'cosy' serveral times along with numerous photos of different angles to exhitbit the decor, size and area (plus an exterior shot)  - one should see this, and I charge reasonable rates for my town  - I do not pretend to live in a large property or rent a huge room.  She also didn't seem to favour dogs and I am very explicit about it to all guests when they request to stay with me - I email them to reiterrate this fact and mention they are friendly. I have a STRICT cancellation policy and I believe I am very clear about my property, I have even got a 'super host' status and a lot of positive feedback.  They freely relinquished their reservation, I cannot likely sell these nights on short notice and I don't think they should get a refund, however I feel I will have to fight and go through a distpute process providing they can figure that bit out. I may risk a bad rating just because they didn't read/look properly at my lisitng and had unreal expectations. 

[Sandra126]

Your listing looks lovely and they have freely left, not asked for a refund or did I miss something? You will get paid regardless of them not staying.

Don't worry about it. They were miserable before they even arrived. I don't think they will dispute it.

[Mike77]

@Dianne24

Don't worry about it.  Let AirBnB handle the refund.  You have no obligation to deal with the guest any more.  You pay AirBnB to do that for you.  Let them do their job.

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887

"Coming soon to a bookstore near you: The Quotable Host by Mike" -- @Sandra
"Guests neither scare nor intrigue me--and I'm ALL about the money!" -- @C C

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[Karen-and-Brian0]

I, for one, would love to stay at your place! It looks lovely. And your dogs are just adorable. I can't see where they could possibly think it was misrepresented. Some people are just strange.

[C-C0]

Hilton on special tonight. Only $215/night.

[Mike77]

@C-C0

I like it.

🙂

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887

==============================
--=-=-=-=-=Notable Quotes=-=-=-=-=--
==============================

"Coming soon to a bookstore near you: The Quotable Host by Mike" -- @Sandra
"Guests neither scare nor intrigue me--and I'm ALL about the money!" -- @C C
"Every day I fall in love with you just a little more." -- @Elaine & Duane
"Mike is warm and fuzzy, Like a little Teddy bear, And like a bear, If you poke Mike, You really should beware." -- @City Limits Ranch

==============================
Here are your AirBnB phone numbers.
==============================
Argentina: +54 11 53 52 78 88
Australia: +61 2 8520 3333
Austria / Österreich: +43 72 08 83 800
Brazil / Brasil: +55 21 3958-5800
Canada: +1-855-424-7262 / 1-855-4-AIRBNB (toll-free)
Chile: +56 229380777
China / Zhongguo - 中國 / 中国: +86 10 5904 5310 or 400 890 0309 (shared-cost)
Denmark / Danmark: +45 89 88 20 00
France: +33 1 84 88 40 00
Germany / Deutschland: +49 30 30 80 83 80
Greece / ελλάδα: +30 211 1989888
Hong Kong / Xianggang - 香港: +852 5808 8888
Ireland: +353 1 697 1831
Israel / Yisrael: +972 3 939 9977
Italy / Italia: +39 06 99366533
Japan / Nippon - 日本: +81 3 4580 0999 or +81 800 100 1008 (toll-free)
Mexico / Méjico: +52 55 41 70 43 33
Netherlands / Nederland: +31 20 52 22 333
New Zealand / Aotearoa: +64 4 4880 888
Norway / Norge: +47 21 61 16 88
Peru: +51 1 7089777
Poland / Polska: +48 22 30 72 000
Portugal: +351 30 880 3888
Puerto Rico: +1 787 919-0880
Russia / Rossiya - Россия: +7 4954658090 or 88003017104 (toll-free)
South Korea / Hanguk - 한국: +82 2 6022 2499 or +82 808 220 230 (toll-free)
Spain / España: +34 91 123 45 67
Sweden / Sverige: +46 844 68 12 34
Switzerland / Schweiz / Suisse: +41 43 50 84 900
United Kingdom: +44 203 318 1111
United States (USA) / Estados Unidos de América (EEUU): +1-415-800-5959 (local San Francisco number) or +1-855-424-7262 / 1-855-4-AIRBNB (toll-free)

[Andrea9]

@Dianne24

Sounds very much like you're on the receiving end of a marital dispute.

The husband booked and she's retaliating with all the munition she can muster.

It's not your problem.

If they can still leave a review you can react shortly and sweetly with something like:

Unfortunately these Airbnb-unaccustomed guests already arrived to check in in quite a foul mood, which is why I'm not surprised they are taking it all out on me.

You can also try a precaution to get your side of the story in to Airbnb:

either call them about this or you can report them using the little gray flag in one of their messages and pretty much state your story there. That way it won't only be their description on record.

And don't worry, there's much better guests out there!

And BTW, if there's any 'weakness' in your accommodation, do know that people don't read well enough.

Always use the opportunity upon inquiry and booking to casually mention that you assume or hope they saw ..... in your description.

Pets on property is usually one of such points. And you could point out that cosiness again.

[Andrea9]

@Dianne24

I don't know why, but I missed that you are already an experienced host... of course you know there's great guests out there!

Definitely  do take the time and trouble to contact Airbnb asap. They need to have your story, because if the couple doesn't cancel (and you get your money which is nice), they'll still be able to give you a low star rating. Getting that expunged after the fact is either not possible or difficult.

[Dianne24]

Tx. I was worried about that. I'll make sure I tell them.

She called me earlier today as her husband left 2 pairs of trousers hanging in the room, and wanted to come get them. I couldn't believe it. (What does that tell you? He was OK enough with staying).

I said I'd be out and will leave them near the door tomorrow! 

[Sandra126]

@Dianne24, what the trousers tell you is this scene:

Husband is hanging up his clothes.

Wife: '' We are leaving''

Husband silent, avoids looking at wife and keeps putting things away.

Wife: ''Didn't you hear me? I SAID we are LEAVING.'' She grabs things and stuffs them in the bags as fast as he unpacks, and then drags him and bags out the door.

Result: Trousers left on hangers.

[Julia66]

I've had this experience too: one partner books with me because it's a scenic, remote and faintly adventurous location, and the other partner is miffed because they are used to 5* hotels (and ferries that take more than 7 cars, two-way roads with no cows and sheep on them, and extensive menus at local restaurants).  They gave me a good review but my only bad star ratings.  The ratings eventually work their way down the list.

Incidentally, I've noticed a strange thing with the word 'cosy'.  In the UK this definitely means 'small' but in a good way = 'small, warm and attractive'.  In searching accommodation for myself in Europe, I have seen descriptions in English using the word 'cosy' applied to spacious apartments, and even a beach!  So I assume the host means 'attractive'.   I suspect a Google mis-translate has gone into the general vocabulary. 

I hope it turns out well for you, Dianne.

[Andrea9]

As alternatives for 'cosy' Thesaurus.com also states:

snug

intimate

which suggest more of the 'smallness' implied.

[Dianne24]

Sounds about right. Neat tidy, polyester slacks, looking like they walked off the cruise ship. The gentleman was 80, so his wife (the real villian here) wasn't far behind. These folk were from Leyland in Yorkshire, so no excuse other than NOT reading/communicating with each other on the reservation/property details. Maybe where they live they can buy a BIG house for what I paid for mine,  but not in my town! COSY! I can't say it enough! 😉