Cancellation Case

Refki0 · ‎25-12-2016

Hii Everyone,

I am new, but i have hosted several times. I dont know whether I have to make a new conversation or just join to this discussion since it has the same problem with me. Now, I am having a cancellation case for long term reservation (1 month). The guests came from Korea, 3 old guys (I heard that one of them is 92 years old). And, his son was the one who booked my apartment. Since the arrival, they are so demanding (even dont know how to switch the TV and also throwing the garbage). I tried to fulfill everything they ask.

Today was his 5th day of staying, and he (the oldest) got mad at me. There are few complains that matter:

1. This old guy is sick, he assumed that it is because my master bedroom dont have any window, while the other one has. I have no idea what should i do about this. Offered him to switch the room with his collagues, but he was still mad.

2. I already mentioned in my listing that I dont have any laundry machine ( i didnt check for "Laundry" in the detail), but I tried to help them to wash their laundry at my own place. It's just still not working for them. They expect me to provide washing machine.

3. Beds in my 2nd bedroom is 2 single bed (sutaible for kids), and he is complaining about it in the first place. Whereas, I already mentioned it in the description of my listing. They said that they expected to rent 3BR apartment, so everyone has their own room.

In conclusion, I feel like i was blamed about my apartment bcoz of his son's rush-booking towards my apartment (I got the notification of their booking just 2 days before). I dont feel like to refund all the money they paid, on the other hand I dont want this problem ruining my reputation as a host. Anyone one could help me on this ?

Thank you 🙂

***Updated: post made into new topic, title added

Liz18 · ‎26-12-2016

My two cents is that it's not worth the headache and stress to remain in a relationship that is so uncomfortable. Even if you lose money. A very honest conversation with the guests where you go over your listing could be the first step. If your listing is not to their liking, you could invite them to find another place. If you have house rules which they are breaking i.e. garbage, you are entitled to terminate the agreement without penalty. If a conversation with them is not productive, contact airbnb on the phone. I've had well over a hundred visits and during that time, twice a situation arose that was uncomfortable. I communicated with the guests as much as I could then called airbnb. In both instances, airbnb was super helpful. They contacted the guests directly and handled transferring them into another situation. The reservations were cancelled. I was paid for the time they were there and then re-opened the rentals. The cancelleations are not on my record. Airbnb is a huge, successful, company now. They have the resources to help you.

That being said, there is more at stake with a long-term rental and you might really try to have an open conversation with the guests and let them tell you what they expected and what they need. After you understand their point of view, you can tell them if your place can meet their needs. It's not anyone's fault if the nephew booked something inappropriate for them or you. If that is the case, airbnb should facilitate a resolution.

GOOD LUCK!

Refki0 · ‎26-12-2016

Hii Liz,

thanks for ur supportive respond. I have tried to talk personally with them, but we have a language barrier. And too many people involved. They have Indonesian partner, whom always helped them to communicate with me. But this guy is so freakin busy, really hard to communicate with him and make arrangement about things, such as cleaning and laundry pick-ups. Then, when I met the guest in person, he was just like blaming me about everything. I wasnt being such a unsupportive host. Always respond to things they ask, even for only switching TV and throwing garbage. Tried to help, but really hard for them to cooperate. This was just like the 5th day, but it's just like disaster for them.

I have contacted the ABB, and they said will assign a Case Manager. Will see how far this going. But deep in my heart, i dont thing it's fair for the hosts like us to face this kind of guests if they successfully take the refund.