Guest cancellation

[Virginia-and-Vanessa0]

I need help:

We had a double booking due to a syncing error. Two guests who booked through TripAdvisor and Airbnb ended up renting the same home, however, in our bookingsystem 2 different rentals were now on hold. Confusing....The available home at that time could have accommodated one  party, same location and similar, but they said that is was unacceptable to them, so Airbnb refunded them 100% and so they found themselves another rental somewhere else.

These guests are now wanting to sue us for a ruined vacation.

Here is my question:

How is it possible that these guests can write a review eventhough they have not stayed with us, have canceled and are now able to still write a review?

Has anybody experienced that?  I am so upset.

Virginia

[Lawrene0]

It is possible to write a review after a cancellation if it happened within 24 hours of check-in. Was that the case, @Virginia-and-Vanessa0 ? 

If they did not set foot on the property, you can spend some time with Customer Service calmly explaining that the review contravenes policy. The ratings for cleanliness and check-in do not reflect the experience of the author. If that doesn't work, you can reply to the review, briefly and professionally explaining that a double-booking error occurred, all was made right, and you are working hard to ensure it does not happen again. 

My question to you is this: Is it really a thing in the US to sue for a ruined vacation? It doesn't sound real, but you will know better about that. They received a 100% refund, so I cannot imagine how they will put together a case. Hopefully after lashing out with this (empty?) threat they will leave you alone.  

[Virginia-and-Vanessa0]

Hi Lawrene,

Thank you so much for your answer. I agree with you and will go back to Airbnb.  I tried 3 times to explain that there is nothing for the guests to review because they never arrived.

I feel that Airbnb is not on my side protecting me as a property owner. I have 16 rentals on Airbnb and they make money with every booking.....I am very disappointed in how Airbnb is treating this situation!

Yes, here in America everbody tries to sue to make a personal gain .... I am originally from Germany and have never experienced such a thing. 

Thank you again for your response.

Virginia

[Ute42]

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Hi @Virginia-and-Vanessa0 ,

I'm asking the same question that @Lawrene0  asked:

Did the cancellation happen within 24hrs before check in?

That would be important to know to give You further advice.

[Virginia-and-Vanessa0]

Hi Ute from Germany, 

I am from Munich by the way. 

This is how it happened: 

I texted one guest and gave out the key combination when the 2nd guest asked the same question. Then I realized that both guests were trying to arrive and check into the same rental. I then checked names and noticed that one party was booked into Palm Oasis while the other was booked into Oyr Beach House - 2 different rentals. However, by researching both reservations I saw that one party booked through TripAdvisor and the other AirBnB. I have no idea how this mix up could have happened, but I had 2 rentals available, similar and same price and location but the one party who couldn’t check I to the Palm Oasis declined the availability other rental.

Yes, all this happened about 4 hours before check in. 

Virginia 

[Lisa723]

@Virginia-and-Vanessa0 @Ute42 @Lawrene0  I have never heard of anyone suing for such a thing. Not a lawyer, but from personal experience know that you have to prove actual damage which this guest clearly could not do. I would respond to the review briefly and professionally for the benefit of future guests, stop corresponding with this person altogether, and put it behind me just being glad I’m not them.