Guest complain

[Putu27]

Hello. I have question, I have guests who check in today, they book place for 5 nights, they decide to leave today because they say that the place it what they don’t exspect . What I should do ?

[Helen3]

What do they mean the place is not what they expected @Putu27 

If your listing is as described, then confirm this to the guest and ask them to outline in what way they feel the listing is not as detailed ?

If your place is as described then confirm that they will need to cancel through Airbnb who will process their cancellation in line with the terms they booked under.

[Putu27]

Hello. 

My guests can not give any proper explanations about what they don’t like, they just say that rooms are locked, but that’s not true, every room have key in the door, as well that on each room have number, which for them it is not normal for villa, as well that rooms are connected, which I don’t understand what is that mean, rooms have private entrances. They say that it is not what I have in description, which is not true, in my description is written that it is 4 private rooms, 2 outside toilets, chill zone and etc. which is showed on the pictures and it is exactly how is on the pictures.

so, they left yesterday the place, they didn’t cancel and they say that they are talking with Airbnb about that is not what they expect. 
I still didn’t receive any money. 
i don’t really understand what to do in this kind of situation because it is first time for me.