A signed code of conduct means nothing.. Only $$$$ talks. A guest that has been asked to leave for a legitimate reason should NOT be refunded for any part of their booked stay. In fact, they should be flagged for removal from the AirBnB community. Guests who misrepresent on their profile, behave inappropriately, endanger the saftey and security of the host and or other guests, attempt extortion using reviews to get a refund, etc. These are all clearly stated as violations of policy, particularly in an instant book situation.
I had a guest recently that had a profile picture of her with her cute 4-5 year old son and did an instant booking for 3 (herself, her son, and her son's lifelong friend) She had 2 reviews, both good. They had booked empty apartments, left them in very good condition, but the hosts never met them. It's OK for a woman with 2 small children in one room. However, when they arrived, I saw that her son was at least 17 years old, as was his friend! I would never have booked three grown people into a smal room with just a singe queen bed.
I did have a guest room that I do not list that I hold out for family and friends, so for a $10 cleaning service and just $5/night additional, I allowed one of the boys to use it. She chose to let her son have the room and allowed the son's friend to share her room. Not OK with me.
Her son was clearly developmentall delayed (probably autistic), responding only to his mother, touching everything, opening cabinets, my freezer, everything within reach. He also began stripping his clothes once in the foyer and later to take a shower oblivious to the fact that I was still in the room.
I spoke with the company and was told I could not ask them to leave based on these issues (ADA and discrimination based on disability).
Then came the kicker, he opened my bedroom door and stepped in my room at 11:30 at night! Fortunatly I was up reading and not yet in bed! Equally as fortunate it was my room and not the other guest's room. Not only could I have lost that guest, I could be in deep S@#$% for failing to adequately protect my guest. I immediately spoke with his mother and said that this was not the best situation for her and her son and she had to leave in the morning. She did.
Then she demanded a refund, saying I feared men (ha! though she had described him as her child) and with a thinly veiled threat to ruin my business with a bad review (as if, since I had over 150 positive reviews) Because she did not cancel, my room remained booked for the night I did not allow her to stay in my house....therefore the day was blocked and I lost money.
In spite of my protest AirBnB REFUNDED her money! I have a moderate cancellation policy so she should of at least lost 100% of one day and 50% of the next five days and 0for those days more than 5. Her behavior forced her removal, just as if she had cancelled on short notice, which she never processed. I could not have even re-booked the room to try to recoup my losses. Also without the cancellation, she still could write a nasty, vengeful review as she had threatened. My only recourse was to write a review exposing her behavior so other hosts are forewarnedl It seems the company liason representatives always side with the guest, instead of a Superhost (like what does that even mean anymore)!
