Hi Lizzie,
Thank you for your information & sorry for the late reply.
We have discussed through Resolution center, geust not agreed to pay money, finally i have lodge the complain against the geust to Tourist police in our country( I have requested at least 1st day payment with 10% discount) , they have discuused with guest & he was agreed to pay only 1 day payment with my request. After that he was send me Resolution payout from Resolution center but it is not credit to my account yet.
Now passed 3 weeks but i can't received my money yet from BnB.
(Pls see the bellow i have attached my request to "Resolution Centre " for your information)
Regards
Shanaka.
{{{{"""Hi… i'm the owner of the [personal information hidden] (12 Adults & 1 Child) have booked my hotel for 31/12/2016 to 02/01/2017 for 2 nights for $ 514. They reached to hotel @ around 5.30pm on 31/12/2016 & I gave the all bed rooms (06 bed rooms) to them.
*After that they ask me about they want to cook at my villa, normally I am not allowing guests' to cook at the premises however I gave my permission to use my kitchen and they agreed to pay LKR: 1,000/- as a fee for gas and other usage & they cooked. After that they made request they need taxi service to go to town get some stuff and I provided it and mentioned fee is LKR : 500/-.
*At the night again they ask me they want Blankets & additional bed sheets for all bed rooms. I have told them I can't provide additional bed sheets because I already provided 1 bed sheet & 2 towels per person. And I mentioned I don't have blankets because of Kandy climate there is no need blankets. After that they have put on Air condition in lowest temperature and in addition to that put on Fans and they made complain they feel clod. I made request to switch off fans and increase temperature on AC to feel better. But they refuse it and aggressively ask Blankets. Later on they have opened my store without my concern and take out lots of linens & bath towels and morning I found they have used our bath towels as carpets. That day was not very cold day it is 25 Celsius (you can check in Google Network - check internet)
* 2nd day (01/01/2017) morning we have prepared vegetarian breakfast for them since they requested vegetarian food. We offered local dishes (Bread, Dhal curry, Coconut Sambal, Butter, Jam, Banana, Papaya, Yogurt, Tea & Fresh Milk). They ate first and later-on they took some photos of rest of the foods and made complain food is not as what they expect and argued with my caretaker, I & my wife involve to resolve this but they did not willing to listen anything and keep complained while eating, at this time we got to understand they act like this to get refund their money from Airbnb so my wife took one photograph to prove their stay our villa. After that they request from us to delete that photo but we didn't do that due to it is the only prof we have to submit Airbnb to claim our fee. One lady pushed aggressively my wife but we act amicably since they are our valued guests and request them to calm down and mentioned we can arrange any other foods as what they want but they refuse it.
After that they are argue they need washers & cloth dryers, I told them that facility we don't have because that machines are going to repair.
After that they mentioned they are leaving from our place and inform me to send e-mail to Airbnb by mentioning they stayed for only one night and agreed to pay for one night too. I agreed to do it and I made request to pay LKR: 1,500/- for kitchen fee & taxi fee they refuse to pay it and they went. Soon after they went out from the villa they have cancel entire payment by requesting to Airbnb.
Please pay your kind attention on above and let us have One Night payment for their stay our villa. We lost financially due to booking cancellation and we lost other guest income also due to we have blocked other sites due to this booking for 2 days.
Hope you will respond at your earliest """""}}}}
Regards,
Shanaka
