Just had a guest come to my recently refurbished air bnb flat that has asked for a refund due to apparently my flat smelling like trash, which is interesting as it was refurbished two months ago and actually smells of new paint. guest had booked for 17 days turns up and says the flat was not what they expected, major concerns include sky box cable showing (which is actually behind a curtain) and an unpleasant odour.
I then proceed to the place only to realize this tenant is trying it on as she hasn't read the advert on the place about stairs and she being a rather large woman, may have found it a challenge.
she raised an issue with airbnb which i disputed with the guest and showed pictures of the areas of concern (which obviously were not areas of concern) was speaking to customer support who informed me they would tell guest that they cannot get a refund due to strict policy.
Case then gets switched to another customer more support agent and who calls me telling me they had issued a refund to customer? i then ask why did you refund of which i am informed the policy deals with cancellations not refund prior to the booking. This again throws me as more than anything, it seems a guest can say any BS they feel and airbnb will take there side. I was told because they came in and left they were allowed to amend the booking. and therefore i am not entitled to a cancellation. seems like a work around constructed to circumvent the system . its annoying and disappointing that airbnb has used this approach, which is knows is not the right decision
