Pool situation

[Dora473]

I contacted Airbnb support yesterday at 4:41 and i received a message stating that my case was being forwarded to a team member in a better position to help me resolve this matter. My current renter stated that our pool gave her children an irritation in their genitals. Of course there was no way to give me proof. I told her to get some hydrocortisone cream and to take them to the urgent care if it got worse. I offered to refund her money if she choose to leave or check into a hotel. She declined, but wanted a free night. My maintenance guy saw them in the pool when he went to get a water sample. I feel that this is something they've done before. I gave her a refund because i do not want a bad review. I'm upset that i couldn't get Airbnb support when i needed it. Do they keep track of these types of complaints. I would hate for this to happen to someone else. 

[Mike-And-Jane0]

@Dora473 Sadly you may get a poor review anyway. The best thing to do is to make sure you leave an honest review of this guest's behaviour. Finally I hope your insurance company is happy with you refunding the guest as it could suggest you accept that you caused the issue. Perhaps make sure your maintenance guy has a record of all the water quality checks.

[Dora473]

Good point, I didn't think of it that way. I wish i could've come here first since Airbnb never got back to me anyway. 

[Helen3]

I would never refund a guest in this situation a) why refund if you have done nothing wrong b) they can give you a bad review anyway.

What I would have done is ask her to go to the local hospital and IF this was shown to be the case that your pool water gave her children an infection in their genitals (incredibly unlikely), you would issue an immediate penalty free cancellation and she could approach Airbnb to see if their liability insurance would cover the issue.

If hosts like you keep pandering to her lies she will continue to get away with it. Please leave an honest review to warn future hosts.

[Dora473]

You're so right, of course now i do wish i would've handled things differently. I really don't want to leave an honest review because what if they rent under another name or send someone else to rent and they do something worse. I wish there was a way to notify other hosts without the guests seeing. I never heard back from Airbnb!