Guest left early

[Wendy126]

Hello my latest guest booked out after 5 days. He had 4.5 more days to go of his stay. When I asked him why he was booking out he said the accommodation wasn't like the pictures on the site. I disagree.

This is the first time this has happened and I'm a bit in shock and not sure what to do. I'm happy to offer him a partial refund as the airbnb policy states however, he's not responded to my messages on the airbnb site. He doesn't have a phone.

He also said he was cold. The double bed he was sleeping in has a wool underlay, qualtiy 100% cotton sheets, 2 blankets, a doona and a throw. The minimum night tempreture was 10 degrees celsius. I also let him know that there was another spare wool blanket in the room (as well as extra towels), if needed.  The room also has a heater in the corner, which is listed (however I found after he left that he hadn't used the heater).

The house I live in is an older style house and the accommodation is basic yet clean and comfortable. This is clearly stated on the listing. And I believe the rate I charge reflects this. The amenities are also clearly listed, however when he arrived he asked could he use the kitchen and my phone. He didn't have a phone as he said he didn't want people to know information about him.

I found this guest to be quite challenging in terms of what he wanted. He was a mature aged athlete and asked for specific breakfast foods of which I accommodated. However I found he continued to request more and complained about what i offered (nothing I offered seemed to satisfy him and I pride myself on being fair and honest as well as offering a yummy nutritious breakfast - specific to the guests place of residence too).  

When he left he said he wanted separate accommodation (the room I have is listed as in a house). He also wanted breakfast outside, instead of in the kitchen (my verandah was being refurbished over the winter and therefore wasn't available). 

I would like to resolve this respectfully and amicably and would appreciate your feedback.

warmest regards

Wendy

[Helen3]

Wendy

In these circumstances, I wouldn't be offering a refund.

I would contact BNB through their messaging system. Explain the circumstances and reinforce your accommodation is very much as described and that you did all you could to accommodate additional requests from the guest over and above what was described in your listing. Let them know the guest told you they were leaving because they wanted self-contained accommodation, rather than a shared space that is clearly described in your listing.

If the guest cancels you will get a notification asking you if you want to refund the guest (in terms with whatever cancellation policy you have set). You can either decide to offer the guest a listing or keep to your cancellation policy.

In your situation I would not be offering any addtional refund.