ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Kiama Downs, Australia
Level 2
352 Views

Apologies this is a long post, but I'm feeling VERY unsupported by AirBnB and therefore looking for advice from the hosting community given this awful situation.  Please note that this guest completed their 6 night stay indicating they really enjoyed their stay and no word of complaint or negative feedback over this period of time. 

 

After two night of excessive noise beyond midnight, I phone AirBNB to get their advice on how to handle the situation that our guest was not adhering to the house rules which indicate guests must minimise their noise after 10pm as it is a very quiet residential area.  AirBnB provided me with suggested wording and I flagged that if I approached them about this issue they may well provide me with a negative feedback as a result and was assured that any review as such could be requested to be removed.  I sent this message on the third day of their stay and did not receive any acknowldgement or response but the noise did not continue past 10pm for the remainder of their stay.  On departure the studio was filthy and required an extra hour of cleaning for which I sent a request for $22.50 (yes, very minimal cost) and the cost of a replacement latex pillow which they had taken from the studio and replaced in our pillow case their old dirty pillow with their name on it ($50).

 

I am deeply upset and concerned that in response the guest has put in a request for financial compensation for the full cost of their stay.  The complaint is full of spurious claims and lies after they enjoyed their 6 night stay. No issue was raised to me or AirBnb during their stay and they clearly don't meet the requirement to have started an issue within 24 hours of arrival..... as the AirBnB policy states.  :

I am now under scrutiny by AirBnB and had to provide a lengthy response addressing all of their nonsensical claims which are malicious and completely untrue which range from indicating we did not supply a powerpoint on a kitchen bench, to lies about the state of cleanliness and missing items. 

 

I am also looking for support and advice from other hosts who may have been through a similar process as it now feels as though I am under question when in fact it is the guest to stole a pillow and left the studio in a state which required an additional hour of cleaning.  My initial claim for reimbursement appears to be on hold while AirBnB entertains this guests request for a full refund after completing their stay.

 

I have a 4.9 star rating and 50+ reviews which contradict this guest's claims.

 

What should I do now?

 

Policy for raising requests for refunds:

Start a request within 24 hours

If you still need to cancel your reservation during your stay, we can help you start a request to resolve the issue with your Host. When you do this, you can choose to ask your Host to fix the problem, request a partial refund, or request to cancel your reservation for a full refund. Your Host will then have 1 hour to respond to your request. If they decline or don’t respond, you can ask Airbnb to step in to help.

10 Replies

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Bristol, United Kingdom
Level 10

Sadly you will sometimes get guests who make these retaliatory claims.

 

just remain professional. 1. Point out you are surprised to hear them raise these issues after they stayed and provided you with positive feedback 2. Address issues raised 3. Pursue your claim against them 3. Leave an honest review about your experience (making sure it's in line with Airbnbs review policy . 

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Kiama Downs, Australia
Level 2

As the guest lodged a full refund request with Airbnb they have asked me if I would fully refund which of course I refused as they stated the full duration with no mention of an issue whatsoever. 

Now airbnb have shed me to make a part refund which I have again refused as the claims are our deceitful lies. 

What happens next?

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Florida, United States
Level 2

My rule thumb is not to discussed 

money with guests 

everything go thru

Airbnb..

also set all your requirements and 

prices in writing beforehand..

 

Thanks 😊 

 

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Florida, United States
Level 2

St

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Pimpama, Australia
Level 2

Hi I'm up this hour of the night worried about my first experience with ABB The guest made a booking for 28th and I didn't see until 1st and accepted. Then they showed up at our house in the morning they said they would arrive late evening no they walked around our place and didn't like what they saw apparently . And said they are cancelling Now they want a refund I have no idea what to do I haven't as yet got money from ABB. I tried to ring ABB no such number. Then I got email from ABB telling me to use my Credit Card on my billing to refund. 

So today I just sms guest let it go to dispute I guess ill just have to wait see what happens now .Anybody out there know what happens now please let me know so worried they will come here and harass me.

 

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Bristol, United Kingdom
Level 10

Hello @Pamela1061 

 

Please do go and have a look at the Airbnb Help Centre to familiarise yourself with how Airbnb works - it has a lot of FAQs that will cover most of your questions and help you familiarise yourself with how to manage your STR business through Airbnb .

 

1. The 'guest' behaved outrageously. Tell the guest you are sad to hear they want to cancel and that if they want to do so, they should contact Airbnb and cancel under the cancellation policy under which they booked. 

 

2. Confirm to your guest that the area and your listing is as described in your listing so there would be no reason for them to cancel the booking

 

3. If they ask for a voluntary refund say no

 

4. Leave an honest review. 

 

Having said that you need to provide a whole lot more information in your listing. You need to describe what amenities you have in each room, what rooms you have, whether you are within walking distance of shops/cafes/public transport. 

 

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Florida, United States
Level 2

I understand what you going through..

I apologize for all the bad people out there..

as God is my witness..it will all come back to them ..one day soon..

 

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Florida, United States
Level 2

I have a similar situation , but no support systems set up for Host ..?guest come first 

no matter how they’ve break the laws …

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

in
Pimpama, Australia
Level 2

I guess so its got to get better ,I have other guests booked I'm getting worried if they do the same I have to get a harder skin ha ha thanks its just nice to have someone hear me

that sounds rediculous but that's how I feel.  Have a good day.

 

I'm going to bed 🙂

Re: ADVICE NEEDED guest requesting a full refund after completion of 6 night trip - only lodged after I requested additional cleaning cost and reimbursement for stolen pillow

Level 2

Let other hosts know who the guest is.

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