Unsatisfied Guets?

Irena5 · ‎04-07-2016

I rent the house and today guests arrived but they want to cancel reservation. They said there is no wi fi and air conditioner. I didn't tell them that there is wi fi and the air condition is in the living room. They also said that there isn't very clean, but we cleaned the house before they came. We bought juices, drinks and put it in fridge and some sweets and presents for them as a welcome. We tried a lot, especially it is our first time to rent the house by airbnb. We are not there in this moment and we don't know what to do now. Please what can we do, because it isnt' true what they said?

Best regards,

Irena

Ephraim0 · ‎04-07-2016

It's difficult to know exactly what the situation is. However based on what your saying it is entirely possible that the guests did not read your description and are using the excuse of the property not being clean to back out of their obligation to resume their reservation. If it is clean and they are claiming it is not, you likely will have a difficult time proving it. I feel for you but it is very possible that these people are dishonest and are using an excuse to get all their money back from airbnb so they can find accomodations with wifi and airconditioning. While it may be painful and your kind gesture cost you money it might be best to let them go and give them a refund. Because if somehow you are successful in forceing them to keep their reservation, they may be resentful and leave you a bad review which you can not afford as a new host. They have already proved they are dishonest, I would just apologize, refund their money and move on.

Irena5 · ‎04-07-2016

Thank you. I am very dissapointed about that. It is not fair. I could rent the house someone else in that period...After this I will think is it good idea to rent the house by website.

David126 · ‎04-07-2016

To cancel their reservation they need to do so through AirBnB, not something you do.

David

Ange2 · ‎06-07-2016

@Irena5 Sorry to hear. There is no understanding guests sometimes.

Do not cancel their reservation. They must cancel it themselves. If you cancel it you will be penalized by Airbnb, even if it is at their request. Best, for a better experience next time.