Rats in apt

[Vicdariz0]

Hello All!

So the unfortunate happend. After my guest checked in they found a dead rat in the apartment. This is how I proceed to solve the problem: I had my dad go to clean aleverything and throw the rat out and gave my guest the option to get a full refund and find a new place. The guest decided to stay and asked me for a 30% off we negotiated to a 25% off. Unfortunately they found another rat which makes sense I guess because one you find one there has to be other we proceeded the same way cleaning and removing rat and we already have the exterminator on schedule. Now the guest is asking me for a bigger discount not sure how much I didnt entered negotiation since this is the same problem from before and I feel like is expected after the first one to see more. The guest threatened me to contact airbnb and I let him no that I'm ok with him doing so, I contacted airbnb myself and I'm waiting for a response. After he didnt obtain the reaction that he expected the guest complained about other things such as him having to clean previous guest dirty dishes which is not true because I have the apartment completely clean bed sheets changed also he said he nows has health issues because of the rats. What do you you think wthe resolution will be here? How do you think I should've done differently?  Thanks

[Clare0]

@Vicdariz0 The proper procedure for your guest to follow would be to request a refund through Airbnb's Resolution Center.  He may ask for $X and you will have the opportunity to accept or offer a different amount.  If neither of you can reach an agreement on the amount of the refund within 72 hours, you or the guest can request that Airbnb get involved to settle the dispute.  When that happens, a case manager will be assigned.  He or she will review all the evidence and make a decision which will be final....no appeal. 

In a situation where the guest found 2 rats, I would suggest that you reach an agreement with the guest as more than likely Airbnb would approve the guest's request.  

Here's how the Resolution Center works: 

https://www.airbnb.com/help/article/767/what-is-the-resolution-center

[Vicdariz0]

I'm actually willing to refund the guest the full amount, however I would need them to leave before their reservation end day. I m not willing to give additional discount. I feel like the guest is just trying to take advantage of the situation and obtain a free stay. the firts option I offer was a full refund 2 nights in a the guest decided to stay.