Guest unhappy on arrival and wants money back

[JulesandSam0]

Hi All,

Today I had a french couple arrive and swiftly told they didnt want to stay as they didnt like the track as it was to low for their car. they tols me it doesn't say that pon the webpage but have since double checked and it says in one place A) it's up a  dirt track and another place B) its up a stony dirt track with a few steep curves, so its pretty clear. Also a previous guest has noted it in a review and said that it  is wise to take a higher bottomed car. I have been there many times in many different cars and whilst it is rough it is also stated in both the english and spanish  information . I think the problem lies in the fact that they communicated only in French ( I did so back with the help of google translator & friends and family which I won't do again as I think it is a hinderence ) and they don't understand the english/Spanish.

 This couple were particularly poor at communicating with me often not replying to questions or confirming receipts of info neccessary to arrive easily.

I have instantly said they can have their money back( and i will only posting to see opinions and I didnt want to want would happen ) . but do I need too technically? The  policy is moderate . Would what you do?

[Alice-and-Jeff0 · Accepted solution]

Put in your House Rules something like: 

"Note that the drive to the property is steep, rocky, and will require you to go slowly or rent a vehicle with proper clearance to navigate to the top."  

This way you put the burden on the guest, they accept that one of the "rules" is to provide the proper vehicle to get to the property so you don't have to negotiate with them after they've rented a tiny car.  I would also post several very clear pictures of the tracks leading to the property.  

It's not clear if Airbnb would have jumped in to re-assign these guests to a different property and consider it an extenuating circumstance.  You were kind and acted exceptionally to give them back their money.  

[JulesandSam0]

Thanks that's a good idea I will look to implement this as a house rule and take some more photos of the track.

The language barrier was also a hinderance and I wonder If they indeed read the advert , I will not again attempt to speak in a language I dont speak and is is normal to state this ? or just off putting

thanks