Fake complaints

[Desiree0]

Hello, we have a guest staying right now who has been complaining about the AC, toilet etc not working and wants a refund. However when we sent staff to fix all this they are all working fine. Looks like she is just trying to get some money. What to do? 

[Elena87]

@Desiree0 

Log everything on airbnb messaging as evidence - every action you take regarding a complaint and what the outcome was.

If the guest pushes for a refund, they would need to contact airbnb help centre - if you have a trail of evidence recorded, it will back up your case.

[Anastasia174]

Some people do that! Communicate on air bnb for evidence .

make a video with guest on them

they can still try to get a refund, make sure they wont!