Guests Unhappy

[Li8]

I just had a group check in to my New York apartment for which I have had excellent reviews. To quote they think the apartment is filthy and disgusting. It's not, Meanwhile they only put one person in the request and they are five, they are paying under 200 a night which is a mistake but I honored it and are still saying this is a nightmare. The apartment is a typical NYC prewar apartment. I have offered that they leave and a refund. First time they are using Airbnb so I will not make that mistak again. Any advice.

[Danny9]

@Li8

Your listing shows that you accommodate up to 5 guests. I would not really hold it against them if all 5 showed up. 

You are right in upholding your pricing. Whoever made a mistake, a deal is a deal, and you want to respect your end of it. 

Now, they are unhappy with the cleanliness of the apartment. A good idea would be to offer a professional cleaner to take care of the issues they are raising? 

You have generously offered them a refund if they move out but have received no satisfactory reply from them yet? Frankly, what more CAN you do for them? 

A few guests truly believe that Airbnb is a sort of miracle that would give them the Waldorf Astoria class of accommodation for up to $50 per night. They will soon realize that this is not quite the case... Yet, I would stop short of not giving the Airbnb newbies, i.e. first timers their chance to book with you. We have all had to start somehow.

Danny

Expert support for your listings in Palma de Mallorca, Spain

[Li8]

Thank you for the feedback. I will offer them  a cleaning service. Best, Li

[Lyndsey2]

You have 5 stars for cleanliness. If you have offered to come clean or send a cleaning person, have offered to let them leave, and they still insist that they are unhappy or do not leave or allow you to clean, then they are trying to scam you. Contact Airbnb right away and let them deal with it.

[Lyndsey2]

Also, I see in your house rules that it says the maximum number of adults is 3. They have clearly broken your house rules and booked under false pretenses. Make sure you mention that to Airbnb as well and keep all communication through the Airbnb platform.

[David331]

completely agree with you Lindsey. 100%.

I say restrict/terminate the guests involvement altogether.

Thieves and liars do not belong in this community.

[Helen3]

If you're rules say a maximum of three, they booked for one and five turned up, you can definitely say they have broken your house rules.

I would contact BnB explain this and ask BnB to ask the guests to leave/find them a more suitable alternative as they have broken your house rules.

Good luck

[Red3]

Some guests are unhappy anywhere. Before they even arrived

[Ange2]

@Li8  I would have Airbnb find them another place asap.  Odds are it will only get worse if you allow them to stay, they might demand a full refund after they leave, in effect a free vacation, I have read that situation in posts on this forum.  Also they have broken your rules and sidestepped the extra charges $25.00 for guests after two and a max. of three adults.

[Susan255]

I think those guests stayed at my house! Lol!! The only negative review in the 8 I've had. Don't be discouraged .

[Li8]

Thanks, needed that!

[Mary214]

For an additional guest I request $10 more. It also gives me a peace of mind because they are cover under the Airbnb insurance just in case they get hurt in my house.

[Karin29]

Ugh, that sounds tough, but hang in there. I had a guest complain about cleanliness, when she realized I was a live- in host. The listing clearly states that I live upstairs. Airbnb let me respond publi ally to her private complaints. I thanked her for her suggestions and told her I followed up on them. Then offered her a steeply discounted stay on her next visit. I should tell you she looked very skinny in her picture. But when she arrived she was very overweight so much I was concerned about the air bed, another item described on the listing.  Since then, I have raised my prices, which keeps out people looking for the cheapest rates