guest too whiny

[Michele950]

Hello!

Last night I received a guest that booked for 15 nights. 

The guest woke me up this morning at 7pm starting to complain that she hadn't slept well because the bed is not good and other complaints for really futile things. It should be noted that the bed is in perfect condition.
She told me she wants to change but already booked for 15 days.
How should we behave in this way? If does the guest who is too demanding and whiny want to go away what does this economically entail?

Thanks

[Sandra856]

Hi @Michele950 🙂

What a horrible situation. I just had some guests who didn't follow any of the houserules and arrived hours later than agreed on so I had to sit and wait for hours etc. Sometimes it is just a pain in.... to host 🙂

About your problem. I can see on your listing that you have choosen a flexible cancellation policy so if your guest chooses to cancel she will get her money back for most of the days left. You can find the exact policy on your listing and read about it. I would personally ask the guest to cancel ASAP as she sounds like headaches and trouble. It is important that she is the one that does the cancellation. She can send you a request to cancel. You must never accept that as it then will look like you cancelled. She has to do it all from her side. And she will get her money back automatically according to the cancellation policy.

Best, Sandra 

[Michele950]

Hi Sandra!

Thanks for the answer, I will do!

Appreciate it.

Michele

[Ana1136]

@Michele950 I agree with @Sandra856, I would ask her to cancel immediately and adviseher that Airbnb will take care of her refund according to policy. If your current cancelation policy does not meet your needs you can always change it but the change will affect all future bookings and not the ones already made. 

[Michele950]

Hi Ana!

Thank you for the answer, really appreciate!

Michele