Guest decides house is not the right place for her to stay

[Ashley55]

My husband and I had the most bizarre experience! A lady booked us for 3 nights starting tonight 2 weeks ago. She arrives and I show her around, we visit for about 20 minutes and then I go to my bedroom to feed my baby. She knocks on my door about 30 minutes later and says they are leaving and that there is nothing wrong with us as hosts, that they just feel too closterphoebic and that her husband needs more space to work and there is not a desk in the room (I have a ton of pictures and a desk is not stated). I am almost 100% booked for August and I don't really want to issue her a refund as I'm sure it could have been booked if she didn't already booked it. I have been doing Airbnb for 10 months and I have gotten great reviews. She hasn't asked for a refund, but I feel bad as if I've done something wrong and if I did I don't want a bad review! What should I do?

[Sandra126]

You will have to refund according to your policy. If you are unhappy with the policy, you need to change it for future guests. From flexible - one day's payment after cancelling and up. I am on strict myself.

[Ashley55]

I have my refund policy set up for moderate. So a guest has to cancel 5 days prior to get a refund.

[City-Limits-Ranch0 · Accepted solution]

You need to get a communication going through AirBnb to document what just happened.

You could message her and tell her you are very sorry she/they  felt your space was not sufficient for the work her husband needed to do and that she told you that is why they decided not to stay with you.  Ask her to please cancel her reservation with you since she is not planning to stay.  (You should not cancel it for her since it was not your idea and you would be penalized by AirBnb.)

They won't get a refund unless they call AirBnb and complain about something that they did not tell you about.

If they do not stay but do not cancel and then they write a review, Airbnb has said that they will remove it if you contact them and request them to do so.

If the site asks you to write a review (providing that they do not cancel) then I am not sure what you should do.  Either not write one or write a review that explains that the guests had to change their plans at the last minute and that they nicely  communicated this to you so you can't review them because they didn't stay with you.

[Tim78]

They have 24 hours after arrival to ask for a refund and provide info and photos. Let the clock run out. Do not make any contact with airbnb or guest. Let the clock run out. Change your cancellation policy to strict. You get alot of wierdos with airbnb.

[Lisa229]

I agree.  If your page accurately defines your space, this is on your guest.  That said, I have hosted for 3 years and had a simuliar experience last Thansgiving.  Decided to refund guest as while she was uncomfortable I am good with deciding case by case.  Let time expire, then decide.  Go with you gut, don't let your doubts decide.  Best.  Lisa

[Carol78]

I have had the strict refund policy since month 3, after many good reviews. We have hosted over 200 nights a year for two years. I have only refunded once due to a death in the family. Only one other guests was a no show due to schedule conflict day before her arrival on a busy weekend (weird stories that didn't add up). I didn't offer and she didn't ask since my policy was strict. I don't get flakes when they see it is difficult to cancel and it will be only 50%. Do I get less bookings? Maybe. Do I care? No, since I don't get the flakes. Competition is fierce in Austin but we are still booked, though hardly ever very far in advance. 

[Susan234]

First remember you will pay a fee to Airbnb to issue a refund so be sure to subtract that from any refund. You should have contacted Airbnb immediately so they could cancel the reservation. Then that guest would not be able to leave a review. If they leave a review that mentions the size and lack of desk space I'd say "Guest satisfaction is a top priority. I do not mention a desk space nor is it listed as an amenity. It's unfortunate that this guest apparently did not read my listing fully. I encourage all prospective guests to communicate their expectations and needs so that together we can determine if my place is a good fit before they reserve." As far as a refund I wouldn't give one. They'll never be back and they are responsible for reading your listing details.