How would you do if your guest doesn't correctly understand your listing and refuse to stay?

[Ling-Xiao0]

Hey guys,

I'm a fairly new host who just started in the beginning of August. Today I'm a little frustrated by a group of guest who left 20 minutes after arrival and demanded a full refund.

They afterwards listed 3 points that didn't meet their "expectation" but I have clearly written about them on my listing:

1) They believe an additional sofa-bed should be as long as a tall adult (1.8m, or 6'); otherwise they don't call it a bed that someone can sleep.

2) They imagined my place is closed before their arrival, but I've clearly noted that it's essentially an open space.

3) They assumed my dog barked when they came in = my dog would bark all night long.

I really feel bad at this moment. The guest simply speaks like because he paid some money, he should be the king. Is it that I'm asking a too high price?

One thing I may understand is they're travelling from another country and my listing is only in English (although I speak their language). But overall I feel a lack of communication when problems arise, which I have to learn to consume.

So, how would you do if you encounter this type of guest, who doesn't understand an Airbnb is not a hotel, or who brings in some communication issues?

Ling

[Ling-Xiao0]

@Pete69I think your bed is a standard queen-size and if anyone argues about it, I'd think it's too stupid!

But I agree with your point of view that it's better to be safe than sorry. Although I think every Airbnb booking is a "contextural contract" that implies guests should read everything in the listing and house manual, if anything happens, even if it's a guest-side fault, we have to spend time and energy processing the dispute which isn't worth to do in a long run.

It's great to hear your comments and know how you prepare things as a superhost. Many thanks!

[Elena87]

@Ling-Xiao0 

Perhaps as an aside from your topic, consider  to make the listing capacity a maximum of 2 from your current 3 guests. 

It looks quite open in the sitting room with the sofa bed with open stairwell and doesn't look particularly comfortable or practical for 3. 

It's tempting to always think to go for the maximum opportunity,  but personally I would rein it in a little. 

[Ling-Xiao0]

@Elena87That's a good suggestion. It is not as comfortable for the 3rd person as the two staying in the room inside.

How would you think if a door is installed at the top of the stairs to close the sitting room? If you were the 3rd guest with your friends/family, how comfortable would you feel sleeping there?