I am currently having a horrific experience with Airbnb. I ...
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I am currently having a horrific experience with Airbnb. I had a PAST reservation cancelled. The guest have already stayed. ...
Latest reply
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We are listed as pet friendly. Someone booked our house and it so happened that the neighbors cat wandered in to great him on arrival. He said he started to have allergic reactions and split and wanted his money back. There is no cat that lives at the house just a very friendly neighborhood cat. Most guests dont see hthe cat,he just comes by for our high rooftop occasionally. I have to refund this guest now. I asks them to try again but he says the memory of having seen the cat wont allow him to stay in the house. I cat tell if the guys situation changed and was looking for another reason not to stay. Or if he were that allergic,couldnt he have asked.
Since you advertise the place as pet-friendly, as a guest I would expect some allergens in the house and would ask more questions before booking. Did you choose to refund his money, or did you use the Airbnb Resolution Center? I would hope the Resolution Center would be on your side.
I don't think you should refund him based on what you have explained although if the cat actually went into the house when he walked in it would make me think you've let the cat in the house in the past and he could have a legitimate concern that you have pets in the house regularly. That said, you list the house as pet friendly and if the mere sight of a cat freaks this guy out then he really should have looked through the listing. If I was in your shoes and the listing was clear and you didn't regularly let this cat in your house then I would tell him all of that and you can't refund a last minute cancellation because he had reserved the listing and you could therefore not rent it out to someone else. If there is any extenuating circumstance like the pet friendly thing wasn't listed at the time he booked I might offer a partial refund.
If you're aware neighborhood cats visit your property, then let guests know this. The more information a guest has, then the better they will be able to choose a match for their needs. It's unfortunate the neighbor's cat got into your house. If you ever decide you don't want cats hanging around outside or wandering inside your place, then do something to make the place uninviting to the neighborhood cats. We use hazelnut shells instead of mulch in our flower beds because cats don't like to dig and poop on hazel nut shells. Another deterent is to lay chicken wire under mulch, once cats try to dig, their claws snag on the wire and they leave the area alone. Doesn't hurt the cat, but sure makes them want to go elsewhere. Cats return to places they find welcoming. If this guest can't stay because of allergies or because he feels uncomfortable in your place, help him find other suitable lodging. Then help him get a refund for unused days. It will serve the guest better and be better for you in the long run. Then update your listing to make it clear that your place is pet friendly and may not be suitable for people with pet allergies or for those who have an aversion to animals.