request for refund- How long do you have to reply to a request and see story.

[Jamey0]

I have a request for refund- where the guests never even got out of car and never stepped foot on property or in the home. They decided not to stay. At that time they said they were concerned it was too far from where they had to be the next morning. We doubted that was why per it just did not make sense. They drove off and said if they could not find a place they would come back. We had per thier request made dinner for them as they were late coming in, they were to pay just extra directly to us for the dinner $4 per person.

They left and never offered or discussed the costs or paying for the food. They even called my guy who handles the place for me and said they would send friends to stay there in the future and that they were sorry for not staying and leaving. Very Odd I thought but... Well now more than 10 days after they were to stay. they make a request for full refund claiming we had bad directions... yet they made it and had strong communication with us. and that our place is not listed correctly but it is- It clearly shows that our place is in Kibera, Nairobi Kenya - and yes that is known as a slum {one of the worldest largest in the world}. If you are self driving in Kenya at night as they were one would have to think they would be aware of Kibera and Kemnya in general so there was no reaosn to ask if they were aware of Kibera and this was all done last minute. My belief was that they thought we lived in a slum and now they actually wrote that in the request for refund. My guys who care for the place were pretty hurt by this as this is our home. We are proud of our home and we love this commuity. We certianly understand it is not for everyone and respect that but no offer to pay for the food. no cancelation and nothing for ten days except the phone call saying they would tell friends to stay at our place.

Per my cancelation policy I am not required to refund. However I want to be fair and of course I am concerned per the review the perosn will write. It is clear they are making up excuses now and if they were striaght with us in the begining or even once they had left and reached out we would fully understand. Again Kibera is not for eveyone. first I was told about why and request for refund is through Airbnb. Which again is fine. but why the other calls saying they would send friends to stay?

We have hosted 100's of poeple at our place from all over the world and never had such behavior. Note pretty new to airbnb so only one review on that property right now.  please share your thoughts. happy to share more if you have questions. Here is what they wrote in the request for refund:

"Hello Jamie, When we booked the Airbnb for your home, the directions on the Airbnb app did not point to the correct address. I noticed that and contacted your friend so that he would give me the correct address. Turns out there is no address for your home and he had to refer to a POI, in the middle of a huge shantytown. The place felt dangerous and we preferred leaving to find somewhere else. Turns out your place does not fit the description at all. We felt cheated and left. This is the reason why I am asking for a refund. Maxime"

Note: Kenya at most homes do not have actual addresses - that is how it works in much of Kenya.  I am not sure what POI means.

Please sahre your thoughts and suggestions. and how long does one have to reply to a request for refund? also this is my first time having an issue with airbnb and a little shcoked there is no way to reach out to airbnb directly if there is please direct me how to do so. 

-Jamey
https://www.airbnb.com/rooms/13570926

[Cynthia-and-Chris1]

I would not refund them.  They are not able to write a review because they did not stay, so I wouldn't worry about that.

[Jamey0]

so you are saying since they never came into the house they can't leave a review?

[Helen3]

I agree with @Cynthia-and-Chris1.

However I do think you need a more comprehensive description of the area that you are located in to help manage guest expectations.

For example I live in a inner city area and make that clear on my listing.

[Jamey0]

I understand that and can do that - Kibera is a very well known area of Kenya - quite famous and I say we are in Kibera but I will add a blurb. I also make it clear when people make a request to stay- in this case they were booking and comng only hours later. I shared as much as I could with them. When they had told me they were driving and that they knew how to get there as well as replied some in the local language (Swahili) I assumed that they knew of Kibera. I am aware of the dangers of assuming-lol  

Thanks for the advice. 

[Amy38]

If they paid, they will be able to write a review....the computer doesnt know they didnt stay.

but in any event, I would ignore them.   When did they request this refund?  After they were supposed to check in?  If they had canceled they would have had to pay the fee but would have gotten something back.

If there had been an emergency, they would have my sympathy, but as it stands, you have your cancellation policy and should stand by it.  After all they could have come in and spoken with you and worked something out.

[Amy38]

Your place is fascinating.  Reminds me of a backpacker hostel in Zambia.  What an amazing area to stay in and you sound like devine hosts.   They didnt cancel and didnt use their reservation.  Ignore them.  All of your reviews are great and genuine, so it doesnt matter what they write.

they decided not to use what they reserved, not your problem.

[Jamey0]

thank you for the kind words and support.  I only replied to the request as "decline"

it and stated why... now wait and see how it all plays out i guess. first itme addressing such nonsense but its expected. no worries life goes on no matter what happens. 

[Amy38]

And if they write a bad review, you can reply with the facts.  Your review of them should state, no review as the never contacted me at their expected time of arrival....or some such.

[Amy38]

@Jamey0. Please let us know the outcome.