Cancelled booking due to "uncomfortable feeling" of the guest

[Martin87]

Our guests (couple, girls) arrived a bit early than they supposed to, they stayed about half an hour and informed us they just go out - seemed like going to the shop and coming back. They didn't inform us of any problems or their feelings. They were showed around the house beforehand and explained where to put their food in the fridge, where is the tea and coffee they can help themselves with, etc.

Half an hour later, I found a key through the letterbox lying on the floor. With no explanation whatsover. Couple minutes later I received message through Airbnb from the guests that they didn't feel comfortable and that they cancelled the booking. When asking them what exactly was the problem, they stated that the room and bathroom is not clean and that there are other people living in the house who they've met. To be precise, they've met very nice and friendly couple who live with us. We are also a couple. Important to mention, we are living in a house share in London, Wembley area.

The room was cleaned the day before they arrived, the bathroom as well. I admit, the room has got one little smudge from leaning against it, but it's not a dirt, it's the paint not in 100% condition. And yes, the bathroom might not be to a 5-star Hotel standard, but then, we are not a 5-star Hotel. However, from my point of view and with work experience in cleaning, it's been in a very good condition.

We had guests who stayed with us for a week, just before this particular guests arrived and they scored us 5-star for cleanliness, so I do not really understand this reaction. Actually the couple who stayed with us for a week, scored us 5-star all the way and shared nice words about us on Airbnb review. We got on very well with them as we do with most other people.

And now the guests who cancelled require refund. I am on flexible cancellation policy. First of all, I did not like the way it's been handled (with no explanation in person, only by message when cancelled). And also, I feel the comment about cleanliness of our house is not fair at all either. I find it a bit rude. I understand everyone's standards are different, but then when I would want top-notch 5-star Hotel standard, I would pay for it, in the hotel.

Can you please share your thoughts or experience?

[Asya0]

Just follow your cancellation policy , return them only % of what they paid. You probably lost other guest because of them

[David126]

You can not make them stay, that is where your cancellation policy kicks in.

[Andrée2]

Asking a group of reviewers to have a consensus about what 5 stars means is like asking a group to describe to a blind person what the sky looks like. 

As best said by Maya Angelou: 

People will forget what you said, 

People will forget what you did,

But people will never forget how you made them feel.

I think this can be extended to our spaces as well and it applies whether we believe they legitimately had reason to feel that way or not. It sounds like you had very squeamish guests. Better that they be gone sooner rather than later.

[Dede0]

@Martin87 After you've dealt with this, I suggest changing your cancellation policy from Flexible to Moderate. It's actually still a very lenient policy, allowing guests to cancel penalty-free up until 5 days in advance.

[Martin87]

will do, thank you for the advice!

[Bernt-Erik0]

Hi Martin

have had the same experiece as ur discribing,,,,

u should just be happy this girls left,,,they would not been making ur day good anyway..

its imposible to satisfy everybody in this world,,even how hard u try..

there could be a lot of other reasons why they left ur place,,,

and their exuses for not coming back was hoping to get a big refund,,,,

l would make a call to airbnb and explain it,,,they are very helpful in helping with such problems

regards Bernt-Erik

[Martin87]

Hi Bernt, thank you for your input. Yes, the real reasons must have been something different I believe. Anyway, at the end it's good as it is.

[Christine1]

@Martin87, Hi Martin, don't let your feelings be hurt, the girls may not have realised some aspects of your listing even when you did your best to inform them via the website. The way they left was probably just due to shyness and not being able to tell you personally that they had a change of heart. It's not that they intended to be rude. they just did not know how to handle the situation they were in. It's wonderful that your other guests were happy and many more will be in future, that appears certain.

People ask for a refund because they like money. You can let your policy run as it is and a refund will/not be issued dependent on the terms of your policy. It appears that the girls have essentially checked-in, and your policy will deal with it accordingly.

Send them a note letting them know that you are sorry that they had expectations which were different from your offering and hope that they continue to have a safe holiday. As they have checked in, it is highly likely that you will both be offered the option of a review, so grace, diplomacy and professional neutrality will be the best pathways to tread at this point.

Reflecting on this encounter, there was probably a little part of you which was proudly anticipating making your guests feel welcome, and in fact that process had already begun. When the girls left in the way that they did it may have triggered a sense of dismay, and disturbed your confidence in Airbnb guests; shake it off! and retain your sense of humour and adventure.

There is much fun to be had as an Airbnb host.

When you greet and brief your next guests, perhaps you could think of some questions that you can ask them at the end of your introduction to the property which will check their responses and see if there is anything that needs to be addressed for their upcoming stay. perhaps that may encourage openness and also reduce any fear of guests who might disappear without notice.

Happy Hosting and Regards,

Christine.

[Martin87]

Very true, thank you very much for your words. It's an experience to learn from and certainly not to be put off from. I am enjoying the Airbnb and look forward to welcoming more and more guests. Take care.