interent speed

[Ann-And-Mad0]

 I have had a guest check out early because our internet speed was low  (for them)  Myself and partner and 3 kids had the same speed and managed    Within 3 days of  month stay I got the internet up the the high speed possible ........    I am now waiting to hear from airbnb   as guest checked out and requested there booking to be refunded to them.................

I am at my wits end.. I have a strict cancellation policy  

[Rowena29]

Hi @Ann-And-Mad0 .

Sorry to hear you've had this difficulty. As I understand it, a guest will always be  refunded any unused portion of their stay if the booking has been cancelled by airbnb.CS.  Unfortunately I suspect airbnb will favour the guest in this instance. However at least you will have your calendar dates opened up for rebooking.  It's a much better to have the guest leave NOW than stay on, and complain at the end of the stay and still get a substantial refund ( which seems to happen a lot providing the guest with a near free stay and the host with a big loss of income).    To "cover" yourself for the future perhaps make a note in your listing re the speed of the internet ( if it is indeed a little slow) 

Also,  not sure how long your guests "month" was, but if the guest was staying for more than 28 days  - in Australia this means he has become a TENANT  not a short term renter, your cancellation policy is irrelevant.  Many hosts avoid stays of  longer than 28 days for this very reason.  In fact many hosts recommend not having stays of longer than 1 week - 10 days as the longer a guest stays, the more likely they are to find things that annoy them and complain.

Just my thoughts. Other more experienced hosts may offer other opinions.

Regards