last month I have experienced a very stressful guest. It was the first guest in the property and I might have made the mistake to tell her this. I told them that the dishwasher was not working however I will be happy to send someone to clean the plates at their request (I cannot fix the AC since it is under warranty and the approved engineer only comes up from the mainland once a month)
they checked in on monday 2000 and I called them to make sure all was well (since the property is self checkin) they said all is well and love the house.
the following morning at 900 I received a message saying they had no hot water, I sent my father 2 hours later to see the problem. It seems that the element for the solar power was tripping the electricity (this was working 2 days before) however they all agreed that the solar powered water was enough.
At 1900 I received another call that the water is still not working (the element) so sent an electrician at 730 the next morning (after agreeing this is the best time for them). the electrician found the fault however I had to resolve to the OEM, which came on site at 0900 hours and resolved the issue by 1000.
At 1400 I received another call staying that the roof was collapsing (this is a recent renovated property) I was shocked so I sent another engineer to give them a piece of mind. To his understanding the guest was trying to remove the plaster herself. 2 hours later I received another call stating that the water tap is not seating properly and waster was seeping out of that bath into the drain, so I sent the plumber to check and fix this.
I called airbnb to ask them to contact the guests and see how I could help further and ask them if they would like to relocated into another more suitable property, I asked the guests the same but they declines, Airbnb never contacted the guests.
On Friday I received an image that the washing machine torn her bra and that the washing machine is all mouldy and now we need to discuss the price they paid. I asked them to identify an appropriate discount and they came up with 50%, I was shocked, so I called airbnb to ask them to contact the guests again and see how I could improve, I told them that I would be happy to refund the guests for one night, but I would like the guests to leave since they are clearly not happy with the property. Airbnb did not contact the guests, and the guests did not want to leave.
On Sunday at 645 I received a call that the flushing was leaking a bit of water and it was wasting water and could not flush. this is a 5 toilet property, so I send an engineer who said it had nothing.
The guests never contacted airbnb, until checkout where they opened a dispute for a full refund stating more issues with the property, which I did not know of, like broken garden furniture (which they broke), dirty pool (it had some dust from the have winds during their stay-I sent the pool guy twice during their visit), broken glass (which they broke 4 glasses) and the other issues mentioned above. Of course I declined the refund and escalated, based on the fact that since they were so unhappy with the property they should informed airbnb earlier as per 24 hour policy. I also got a negative review as per profile.
Airbnb resolution contacted me stating that they have resolved the issue giving a total payout of 22% this means that the guest got an 80% refund, I did not even cover my expenses. I called airbnb customer care to explain the issue and after 15 mins on the line Michael from the call centre reviewed the case and said "it seems the case was mishandled and I will be reviewing the case again I think the guest should only get a refund for the day they has no amenities" I asked him if he could send this in writing and said it should not be a problem 24 hours on no message.
I have rented the property in the same state multiple times now and had wonderful reviews. How should I proceed?
