Guest cancels on arrival

[Arnon0]

A guest has just arrived at my apartment and ask to cancel. She did not like the building my apartment is in. 

She agreed that the apartment looked great, but as my downstairs neighbors were cleaning the stairwell there was dirty water downstairs. Of course I explained that they would finish cleaning in 10 minutes and that it has nothing to do with my apartment, but they still decided not to stay. (Truthfully, their reasoning seemed so contrived, that I worry their real motive may have something to do with the fact that my neighbors are minorties.)

I certainly don't think they deserve a refund for something like this. 

What do you think I should do in such a situation? 

Thanks for any help you can offer. 

[City-Limits-Ranch0]

Tell the guest that you are sorry they feel that way and suggest they cancel through AirBnb.

Communicate only through the platform.

Let AirBnb handle the request and any refunds.

It is not your problem.

The guest booked with AirBnb and is paying them. 

If the guest persuades AirBnb to refund more than your cancellation policy you will have little control over that.

Kerrin

[David126]

Agree, that is what I would do.

[Arnon0]

Thanks. They cancelled, and so far I haven't seen any request to issue a refund beyond the cancelation policy. But they would have to straightforwardly lie to AirBnb to convince them to do so. As they were at the apartment and conceded that it looked wonderful. 

Anyway, hopefully this is behind me. I've had really good experiences hosting, so this is just a strange and upsetting occurrance for me. 

Thanks again for the help.

[Mike77]

Thanks for the update on how it turned out.  Very often people with problems never come back into the forum to tell how it worked out.

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887