Seeking advice as I want to be fair. Here is the situation:
4 guests check in early, they call me and ask if I have cable (I don't advertise that I have cable). I tell them no but I have chromecast and a amazon firestick that they can use the wifi to stream anything, they express how they came to watch the football game and they were pissed. A new guest got on the phone and then expressed how they couldn't use the outside lawn furniture because there was "mildew and spiderwebs" on the back deck. I reminded them they were renting a cabin in the mountains completely in the woods and that the deck was cleaned the night before. They started to get emotional and informed me no spiderwebs in that quantity form overnight. If you live in the woods, you would likely disagree with them. Their final complaint was that the firepit had wood scraps in it and they wouldn't be able to have a fire. I expressed how this was an act of kindness so that they could start a fire.
I asked how they wanted me to make their stay more enjoyable and they expressed they wanted a full refund and they were leaving. Fast forward, I have been on the phone with Airbnb multiple times and they submitted a handful of photos of the outside of the rental stating they were leaving due to cleanliness issues. When I came back from another state to check to make sure they had not destroyed the residence, they had broken a shelving unit that holds the surround sound (I was able to fix it pretty easily), they left somewhat of a mess on one of the desks in the rental and left things out on the coffee table (I took photos). Nothing major but certainly noticeable. Walking outside to check on the outside furniture I had to laugh as there was not anything that would deter someone from using the furniture and yes, some spiderwebs were outside but not many.
I fully believe these folks didn't realize there wouldn't be cable, were pissed, checked out and went to a hotel so they could sit and watch football on their vacation as this is what they told me they were going to do. I want to be fair as they didn't actually stay, however, it could have easily been rented to someone else, I have a strict cancellation policy, the house was completely as advertised (even my photos posts of the outside firepit shows material in it), I incurred charges having to come back to the residence when that wasn't in the plan as well as the residence had to be cleaned again.
I am sure they will leave a negative review which I really wish airbnb would change their policy that if you don't actually stay at the rental, you don't get to leave a review if you chose to checkout but nonetheless, what would you all do? Thanks in advance.
