Guest reuesting a private refund?

[Sophie505]

Hi 

I just recently had a guest arrive during one of the coldest snaps that Cornwall, England has seen in 30 years! We had issues with the pipes freezing over so we bought some 5L bottles of water for them and put extra heaters in the cabin for warmth. I had even bought them a bottle of Prosecco as I knew it was for her birthday and I thought that might help cheer the holiday up a bit and offered them full use of an alternative electric hot tub instead of the wood fired one which had frozen over. 

After all of this, they decided that they still wernt happy and left the cabin whilst asking for a refund. They have been asking me to do it privately outside airbnb due to the cancellation policy.

Im not really sure what to do, I can understand their dissapointment due to the horrible weather but i tried to accomodate as best as i could. They even left with the bottle of Prosecco, even after only being in the cabin for 5 minutes and left all the lights and Tv running!!

Any help much appreciated!

Thanks

[Oomesh-Kumarsingh0]

@Sophie505 Even going above and beyond cannot cheerup bad guests. I would advice you not to refund them anything. You are not god you cannot control the weather. Decline any request outside Airbnb. If you will need more help contact Airbnb on the following number United Kingdom: +44 203 318 1111 or contact Airbnb via twitter @AirbnbHelp . Good luck!!!