Stressed re unhappy guests, would love support.

[Trees0]

Good morning from the UK.

im a super host with 100+ reviews.

we rent out our home over the summer (yes the UK does have one 😁) I spent two days cleaning the house top to bottom, all surfaces, had even carpet cleaned hall carpets, for a 2 night stay this weekend. Left a welcome note inc please contact me if everything not to your liking. Had SMS to say they arrived and all good.

Then last night ( they leave this morning) at 8pm had text saying that house was not up to their expectations that they had paid a lot of money (actually I had discounted from £100 per night to £85 , sleeps 6) and the house was not ok cleanliness wise.

I did not know how to respond, instead contacted Airbnb (awaiting case manager). Told guest I was seeking Airbnb help with this.

sleepless night.. am stressed that these people are kind of blackmailing me for a refund, obviously my biggest fear is bad review. I know everything was up to spec. Why not say on arrival if not happy? I just don’t know where to go with this. Apologising feels like accepting blame..

what would you guys do, or have done? Really grateful of support.Thanks Trees

[Susan17]

Airbnb Guest Refund Policy - 

https://www.airbnb.co.uk/help/article/544

Airbnb Extortion Policy - 

https://www.airbnb.ie/help/article/548/what-is-airbnb-s-extortion-policy

[Branka-and-Silvia0]

ah @Trees0 , take those  £170 and treat yourself 🙂

I am detailed as much as I can within a few hours between guests and still we get complains from some OCD guests from time to time. If they look for something to complain they will always find it, it is inevitable.

[Trees0]

Thanks @Branka-and-Silvia0  🙂 

[Ange2]

@Trees0    Unfortunately, offering guests a discount is always problematic.  A guest asking for one is seen as a red flag to many hosts. Too many guests appear to take it as license to push for an even bigger discount or a free vacation.

[Trees0]

Yes sorry I was probably unclear with my statement, my flat rate is £100pn but I discounted it down to encourage a last minute booking, but you are right and this has been my previous experience too! Trees

[Gordon0]

Cheap rates (albeit discounted) = cheap guests.
Good luck, @Trees0, and stand your ground. 

[Trees0]

Update is as after I pointed out refund policy that she hadn't followed she is now asking for cleaning fee refund

[Helen3]

@Trees0 what exactly is it that she is complaining about in terms of cleanliness? Has she sent you photos of issues she is complaining about?

Did she give you a chance to rectify the issue?

I wouldn't return the cleaning fee if she complained post the 24 hours. The refund policy applies to that too.

It always worries me when hosts particularly those such as yourself that have had over 100 positive reviews say a bad review is their primary concern. As you know even if you give her money back she can still leave you a bad review. Proceed in the way you know that is right to handle this situation, taking into account that you cleaned the place yourself

You can leave your own honest reviews about this guest

[Trees0]

Hi Helen sorry for delay in reply. Yes it was a 2 night stay and she text me directly to say house hadn’t come up to expectations at 8pm on 2nd night and that she was about to watch a film and was leaving early next day so not to call her.. ie no chance to rectify verbally or practically. As conversations developed post stay she sent a picture of a black dot in the corner of the tray of coffee, tea, sugar, a tiny mark on an oven dial and a picture of a mint leaf stuck to fridge, which was her mint and was illustrating fridge too cold.. I eventually offered £20 (to make her go away) saying given chance I could have popped in resolved issues and given Prosecco for inconvenience, but she wasn’t happy with this. So I said I was not prepared to enter any more dialogue and that she should contact Airbnb and follow complaint policy. Knowing Airbnb had already told me she would receive nothing due to post 24 hrs and no chance to rectify, also she had not used Airbnb messaging.

[Alex-and-Vaughan0]

@Trees0 wrote:

> ... she had not used Airbnb messaging.

I post a copy all off-platform messages from guests into an Airbnb message as soon as I receive them, so that CS can see the conversation, and refuse to carry on the conversation outside the platform.