Guest demanding 50% refund due to smell of weed

[Alex935]

I have a group of guests  who are demanding a refund of 50% because they said my apartment had a smell

of weed coming through the windows from outside. They said they were concerned for their health and that of their baby. I went over to check on the building and couldn’t smell anything. I’m aware that one or two people smoke weed in my block but this has not been a major problem for other guests in the past 15 months, but these guests have kicked up such a fuss and are threatening me with a bad review if I don’t refund them. What would people recommend please? 

[Cormac0]

@Alex935 

Just tell them blackmail is a particularly unsavoury activity and leave it at that, or alternatively ask them to keep the windows closed.

Alex, you can also write a review and explain in it how unreasonable these guest were, which should be the death knell for any future booking they may contemplate.

[Gordon0]

While I don't like the smell of canabis either, I wouldn't be threatening the host with a bad review - I'd just close the window. Keep all communication on the app (if you haven't already done so) and ask the question; 'If I understand this correctly, you'll leave me a good review if I refund you in full?'. 

Then you've got them. 

[Cathie19 · Accepted solution]

Hi @Alex935. Along with what @Cormac0 has suggested, I would document your response via the Airbnb message site. 

1. Mention your onsite conversation with them. Recount it, stating you will refund them, but will report the extortion threat/ blackmail to Airbnb, as any review they write will be a retaliatory review. (Refund only if Airbnb agrees.) 

2. Express your concerns that they were concerned they could smell marijuana coming into the unit via the window. Specify that there was no marijuana smell visible on your arrival coming through the window, and most definitely was not from within the unit. You empathise with their concerns for their health, but do not appreciate the threat of a bad review, if you do not refund them their monetary booking payment. Threatening an action over money is blackmail, and the threat of a bad review is not permissbale on the Airbnb platform.

I would contact Airbnb on both counts, first.

[Alex935]

Thank you all for your suggestions. They have shot themselves in the foot as the whole conversation has been recorded via iphone messenger. Airbnb are currently dealing with the matter as this is clearly extortion. I felt they were after a refund from the moment they arrived but using blackmail is never going to work!

Thank you for your help everyone 🙂

[Cathie19]

Good luck @Alex935  and let us know how things conclude.

[Helen3]

Hi @Alex935 

Glad the conversation was recorded. But next time do as Airbnb advises and keep all conversations on their platform so there is a record.

 Completely outrageous to ask for a refund because someone outside is smoking cannabis.

Definitely give them an honest review and absolutely no refund. In your situation I would ask Airbnb to cancel their booking and have them out.

Do let us know how it goes with Airbnb.

[Alex935]

I received confirmation from Airbnb that the guest has violated the terms of Airbnb by using extortion against me. He left a damaging one star review because I didn’t offer a refund. The review he left was removed but thankfully my review of him is there to stay!