Refunding

[Russ29]

About a week before arrival the guest asked for early arrival and late checkout. This was my first guest staying less than three days. 

Guest complained that my home wasn't clean enough. Previous guest was late leaving and the time for preparing for next guest was limited. 

Cleaning staff went back to house to finish while guest was on the lake. 

Guest wants a one night refund for inconvenience. However when guest left after late check out trash was not carried out as requested and the house smelled. 

Also wet towels were all piled together in master bedroom and not in laundry room as listed on checkout procedures.

I expected this guest to be respectful as they were treated. She is now asking for refund.  What is your recommendation?

[Emiel1]

@Russ29

I would not consider a refund. She will probaly mention "not clean" in the review ayway. She can complain at Airbnb if she likes.Bring your issues about check-out  in a message to guest's attention.

[Lisa723]

@Russ29 you put yourself in a tough spot here by accepting an early check-in then being unable to meet cleanliness standards as a result. (For future reference, rather than "yes" you could explain that you have other guests checking out that day and you'll be happy to allow an early check-in if it is possible to complete the turnover in time; you will let them know that day when you know what time check-in will be possible.) They are obviously not nice people to ask you for a refund after you accommodated their early check-in and late check-out though. You are doubly in a tough spot because you have no positive reviews so far and a negative one indicating you cancelled-- so you really need some good ones to keep your listing from tanking. This is much more important than incoming money for you right now. In your shoes, I would probably try to salvage their upcoming review with a grovelling message apologizing, explaining why the the cleanliness was not up to standard and what you will do differently next time, and granting the refund. Not because it's "right" but because it's expedient in your situation. It may not work but it's your best shot. You can address their check-out issues in your review of them, which they will not see until after they review you.

[Russ29]

Thanks for the feedback Lisa! I'm from Washington State myself. I've been using VRBO for about a year and this was my first Airbnb. She paid less per night and was my shortest stay ever.

She wants her deposit back and one night. 

You sound experienced. I have few more reservations in the next 30 days. 

I may follow your suggestion on the refund. 

[Sarah977]

@Russ29   If she's telling you she paid a "deposit" she's either lying or confused. Airbnb does not collect any Security Deposit when booking. It is only a threat that it COULD be charged if the guest damages the property. So DO NOT refund her the Security deposit, because she never paid it and you never received it.

[Rachel0]

@Russ29 One of the things you will learn as  you become more experienced  as a host is that allowing early check in is only a good idea if it suits YOU.   The same rule applies for a late check out.  There is absolutely zero point in allowing a guest to check in early if it means your cleaning routine is compromised as that will backfire on you by way of a poor review - and you need  reviews because you only have one, which is an automated "Host Cancelled" one.  I am not sure that you should "grovel" to  make sure that this horrible guest leaves a decent review, because she probably won't anyway and @Sarah977 is correct about the deposit - don't refund it as she will not have paid it.  

In future, do only what suits your routine rather than kow towing to unreasonable  demands from an ungrateful guest and when you review her, make sure you do so accurately for the benefit of future hosts.

[Letti0]

@Russ29   I always tell guests I do same day check in's, so it is impossible for me to allow early or late check out. It would effect my cleaning time. I can let you do luggage drop off or leave you luggage for pick up later if that helps. 

[John1080]

I would not give a refund. They are going to leave a negative review either way, most likely, so you might as well keep the money.