Today I had a complaint about someone not feeling comfortable because they saw a bug. I responded with "I'm sorry, we will come by and take care of the issue" then they decided they could not stay there. We went by and saw 2 ants... 2. We sprayed again (something we do regularly) and vacuumed everything again, in closets, etc. to make sure all was clean. We keep the place very clean, and literally only found some dirt in a supply closet we use that doesn't have a lock. Yet, these guests are uncomfortable and want a refund? I'm sorry... you've blocked my place off from other possible guests. If Airbnb refunds I'm going to be VERY mad... but what can you do. They refund I can't tag the guest as a problem for someone else, or get compensated.
Another time we had a guest who was in town for treatment.... booked the place for an entire month, then decided they didn't like the doctor and decided to go elsewhere for treatment. They were given a refund by Airbnb. I sympathize with them, but I fail to see how them changing their minds- fits extenuating circumstances. I was going to give the guest a partial refund, but really? Time after time Airbnb is impacting my bottom line by basically taking a guests side even when there is no reason. If they want us to help them make their money, they should take care of us hosts as well.
So... tell me.... how do you deal with people who "game" the system?
I've been doing this for several years and am a super host. You'd think it would hold at least a little weight.
What, as hosts, can we do to get Airbnb to start taking care of us as well?
