We have had a difficult guest staying.

[Pauline52]

They have caused some damage in the house and are now messaging me suggesting i am responsible for their transport costs to and from the house.  The house is in a country location and is serviced by busses but the christmas schedule did not suit them.   None of the 8 guests had a car .  

They used my hoover to clean out the stove.  It now has to be serviced as it won,t work. She messaged me saying the hoover was not working when she got there.  Not true as i used it to clean the house before they arrived.

They broke the shower clasp that holds the shower head in the main bathroom.

They were constantly ringing me for things like matches to light the stove to extra pots, bowls etc even though the house has enough

of everything for 8 people.

We even went down to them on christmas eve and lit the stove for them, gave them extra fuel and an extra pot.

These guests were extremely difficult from the start and we are now concerned that our trouble with them is only beginning.

Does anyone have any advice

Thanks

Pauline and Siobhan

[Alice-and-Jeff0]

1. Write to the guest and suggest if they are unhappy with the location that they can work directly with Airbnb to cancel the remainder of their reservation.  Do not cancel for them and do not "approve" a cancellation if you should get an email from Airbnb - this means you are cancelling which you do not want to do.  https://www.airbnb.ca/help/article/169/i-m-a-guest--how-do-i-cancel-my-reservation  https://www.airbnb.ca/help/article/43/what-happens-if-my-guest-cancels
2. Contact Airbnb yourself immediately for assistance https://community.airbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728%...

[Pauline52]

Hi Alice & Jeff
thank you for your response.
These guests have already stayed in my house and have returned home.
They have messaged me this evening. My impression is that they are
looking for a partial refund for taxi costs to and from the house. i
don,t supply transport to or from my house.
have you ever had this problem with guests ?
Pauline

[Monica4 · Accepted solution]

I would not refund anything. I also have a bus that runs regularly from Montreal to my listing. I give the website link to the schedule if the guest tell me that they will need to rely on the bus to travel to and from my listing. I mention this in my description. If the schedule doesn't suit them, they should not have booked.

[Pauline52]

Thank you so much, Monica for taking the time to respond.  This is very helpful.

Thank you again

Pauline