What to do then guests blackmail you because they want have refund?

[Alena14]

Hi dear Airbnb community! To start, I host a guests at my home about 3 years now, and I really enjoying to do so. But I have faced some situation what I really don’t know how to react. What to do when guest blackmail you with things what not true, just because they want to have refund? I had a guests who booked house a last minute, my price was already discounted to 50%, and she asked me if I can give extra discount because they are over budget. I did. Then she was asking if I can do even more. I was apologizing and said what no, because it’s already was with big discount before. So, she accepted my special offer. I did early check in for her as well. After she arrived, she never contact me, and day before her check out she wrote to me message how everything was horrible and what she wants refund. The things what she was mentioned it’s simply not true...It’s really hurting my feelings, because I always do the best for my guests and don’t understand how people can act that miserable. I had in past once similar situation and Airbnb did refund for my guests claiming what guests always right...just like that.

Do someone has a similar experience and can someone give advice what to do on situations like that!?

[Tim-and-Holly0]

@Alena14:
Unfortunately this problem is becoming more frequent as people realize that they can easily scam the system and get free stays. We message every guest the day after they check-in and every few days with longer stays to ask them if they are OK, is everything alright and if they need anything. This has helped in the fact that it provides a written record that they were fine. It also provides us with an opportunity to fix what they say is not right. Of course we always follow the fixes with messages to continue the written record and show that we solved any problem.

Another thing that has saved us a couple times is having a guestbook for people to write in. In one case the guest wrote very nice things in the book, but then told us how horrible the home was and insinuated a bad review when we sent a $300 bill for damages. We provided Airbnb with the guestbook and within hours the bill was paid.

[Alena14]

Thank you!  @Tim-and-Holly0 

Yes, I mostly ask my guests through check in time to text/call anytime if they have any questions....

[Quincy]

Hello @Alena14, 

Welcome to the Community Center!

I am sorry to hear about this. It's not nice when things like this happen. Have you contacted Airbnb to explain the situation to them? 

Would you mind letting me know?

Quincy 

[Alena14]

Hi @Quincy !

I did not contact Airbnb yet (this situation happened a day ago), but my past experience wasn’t good with Airbnb, they did refund to my guest saying guests always right...