What should I do re: refunding a difficult guest?

[Erik194]

Hi All,

So a guest books my place with instant book at 9am and wants to move in same day (the day before Thanksgiving).  I get the palce cleaned and allow them to move in early (12 versus normal 4pm) as they said they were in a bind.  Apparently their house had mold so they've been jumping around AirBnB's for hte last month.

They book a multi week stay...then after 4 nights tell me "We are enjoying your place, but we now found permanent housing and want to move out early."  They want to move out halfway thru and get 50% refund, saying they will leave me a 5* review (I'm a superhost and only have 5* reviews).  I tell them that's not how AirBnB works, especially since I only do longer stays and this isn't "on-demand" housing that you can just change as and when you feel like it.

At this point they get really aggressive, complaining about my place and even lodging a complaint with AirBnB.  Obviously AirBnB can see all of our chats, so they know they said they liked the place and offered a great review...until I refused to refund them 50% of their payment (about $3500).   

So, they end up moving out about a week early and want a $1500 refund.  They left the place in great shape, but clearly this is not the way people are supposed to use AirBnB.

They have 6 reviews (all this month), and in two of them the hosts complained about them cancelling last minute, threatening to sue them, leaving early etc.  I'm guessing at least one of the good review hosts may have had this experience and caved.

Soooooo.......what should I do?  I figure I'll get a 1* review from them no matter what, and quite frankly they should be booted off the platform.  

Can some other hosts please give me their thoughts on how they suggest I handle this?

Thanks!

--E

[Tina720]

Hi Erik,

Unfortunately we've had similar guests. I wouldn't cave in under any circumstances, it seems you already have most of the evidence you need right on the website. According to AirBnB's guidelines guests cannot leave retaliatory reviews and if they do AirBnB should remove the review from the website - I was just told this in writing by AirBnB in response to a bad experience we're currently having.  AirBnB guidelines also prohibit users from extortionary practices, which is effectively what they're doing by basically threatening a bad review if you don't refund them.  I would recommend calling AirBnB and expressing your concern regarding a retaliatory review (if you haven't already) so that you have further evidence for your position and then stick by your cancellation policy.  Oh and you can also go on your message thread with them and click on "Report User" and report them for abusive behavior.  Good luck! 

[Erik194]

Thank you for the feedback Tina.  I have been in touch with AirBnB on all of this and will report them.

--Erik

[Ute42]

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@Erik194 

"I figure I'll get a 1* review from them no matter what"

That's what I think. So why give them their money back?

[Lilian20]

Why take the role of the messenger with "bad" news ?

That's where you took the wrong turn :

"I tell them that's not how AirBnB works, especially since I ..."

Smarter version : 

Tell your guest to "Contact Airbnb Support Team to find out how it all works. "

[Erik194]

Thanks Lilian.  I did start with that, after which she became very aggressive: "Don't try to put this on AirBnB, this is YOUR responsibility."

[Helen3]

1. Confirm to Airbnb that the cancellation  should be processed in line with the policy the guest booked under

2. leave an honest review

3. learn from this and always check gusts previous reviews before going ahead with a booking

@Erik194 

[Erik194]

Thanks for the comment Helen.  As I wrote below, they did instant book, so not sure I had the ability to say no?  My place is rented 300+ nights a year, but this was a first for me.

--Erik

[Sarah977]

@Erik194   What you could have done was call Airbnb and tell them you didn't feel comfortable with the reservation based on the past reviews, and ask them to cancel it for you penalty-free.

You certainly seem experienced, if your place is occupied 300 nights a year, but it seems to be pretty standard that people who start off making demands like booking at 9 AM and then expecting you to accommodate a 12PM check in, 4 hours earlier than your stated check-in time, are red-flag guests. No matter how much you bend over backwards to try to help them out, they won't be grateful. All that matters is their own agenda, as you unfortunately found out.

[Luana130]

Hi, even with the previous reviews you still accepted them? I would have called airbnb and cancelled the reservation. 

Do not give them a refund. And leave them a review explaining what happened, something like "Guests made a same day instant book for x weeks, decided to leave after 4 days, for reasons not pertaining our accomodation. Wanted a refund and did not have a good attitude when refused, becoming very aggressive"

[Erik194]

Thanks Luana.   Great wording on your suggested review, I hope you don't mind if I plagiarize that.  🙂

They did instant book, and wanted to move in within several hours...so I didn't know I have the ability to refuse them.  

--Erik

[Helen3]

hello @Erik194 

As an experienced host it really is worth you familiarising yourself with the basics around how Airbnb works.

If you go to their Help Centre it gives you information around how IB works including that you can cancel if you are uncomfortable with a guest because they break your house rules, have negative previous reviews etc.

[Ange2]

@Erik194    On instant book you can check a parameter,  'guest must have recommendations from other Airbnb hosts and no negative reviews'.   However,  I  do not know what Airbnb define as negative.  I think it may be based on star ratings.  Maybe someone else knows.