Angry guest what to do?

[Mary-And-Kelly0]

I have a guest coming soon (possibly?) I do not want to host this guest I think it will be a nightmare. What do you all think?

Here is the story: This guest booked 3 weeks ago and I have heard nothing from her since until last night when I got the following message:

Big mistake! ABB - scam. What happened to your advertised 99$ a night? Your cleaning fees and additional charges would add up to putting us into a 5 STAR hotel in Leavenworth. Last time!!!! I am using ABB.... and with you living upstairs listening to your television and noises. My daughter lives in a log home 5X the price of yours - I live in a home that butts up to 425 acres of parkland - you couldn't possibly compete with the park like atmosphere that we both live in. Lesson learned. Go to a lodge or 5 star hotel. 200$ refund....? sad.....

I have no idea what she is talking about,  she is paying $116.00 per night and a $75.00 dollar cleaning fee. No idea what she is talking about when she says $200.00 dollar refund as she hasn't cancelled.

Thoughts anyone?

[Shannon108]

When are they coming?  I'd communicate back and ask if they misunderstood all of the fees and find out if they would like to cancel.  Might be worth it to use one of your free cancels to not have to deal with them when they are already unhappy and have not checked in yet.   Interesting that she is balking now, when they get charged right away.  Should have already seen the money transaction so wondering why having issue now?  Maybe she is fishing for a discount? 

[Mary-And-Kelly0]

I have no idea why she is having an issue now I honestly don't get it. I did send her back a message to feel free to check in to that lodge or 5 star hotel and that her park sounded wonderful. Haven't heard anything back.

[Ana1136]

@Mary-And-Kelly0 was it instant booking? If it was I would just call Airbnb, they will see her messages and you can let them know you are uncomfortable hosting her and they should cancel the reservation. 

[Mary-And-Kelly0]

@Ana1136 yes it was an instant book. I probably will call Airbnb to cancel her as I don't think she will be happy here and my listing will suffer for it! Just don't understand why she would be having an issue now nor why she refers to a $200 refund when she hasn't canceled. Things that make you go hmmmm?

[Ana1136]

@Mary-And-Kelly0 She is planning on finding a way to get a refund even before she arrives. It is not even about the bad review, you will have a lot of headache with this guest. In my opinion the best thing to do is to cancel, it is not worth the trouble.

[Mary-And-Kelly0]

@Ana1136 Yep that was definitely my first thought. I could bow down and kiss her feet on arrival (I know that would be weird) but nothing I do will make her happy.

[Letti0]

@Shannon108  With @Mary-And-Kelly0's Moderate cancellation policy she's going to be charge 100% for the first night and 50% plus AirBnB's fee's which this woman thinks are Mary and Kelly's personal fee's, not AirBnB's fee. @Mary-And-Kelly0  She's already tried to cancel and found out she only gets back $200 of her money spent. I am assuming it's a 3 day stay. So she gets back $58 + $58 + the $75 cleaning fee and any taxes on the difference. This the $200, she is talking about. This has horrible review and terrible guest all over it. This is one guest I would say call AirBnB and get them to cancel penalty fee show them the message and tell them her obvious anger issues has you exteremly uncomortable. Give the Wicked Witch of the West her $307 back, it's not worth it.  

AirBnB number:

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

For Superhosts (they will verify you):

North America: +1-647-945-9627 +1.888.326.5753

[Mary-And-Kelly0]

@Letti0 That is pretty much what I have decided to do. You are correct it is just a bad review waiting to happen. Not to mention I do not want to deal with her obvious anger issues. Thank you for explaining the $200.00 now I get it (duh). Just wanted to see what all you fellow hosts out there thought about it.

[Mark116]

I would call airbnb and get them to cancel her w/out a penalty to you, you don't want a nut like that who is already ranting and hasn't set foot in the place.

[Mary-And-Kelly0]

@Mark116 That is exactly what I have decided. She seems to have a small anger issue that I do not want to deal with.

[Letti0]

@Mary-And-Kelly0  I don't really beleive for one minute it's an anger issue. She wants you to cancel so she gets a full refund, my guess is she's done this before to other hosts. I would ask AirBnB to check how many Host cancellations she has and if it can documented you may get to keep the Witch's money ;D it's all right at AirBnB's finger tips to get this information off their computer by just looking up the guests history.  

[Mary-And-Kelly0]

@Letti0 Thank you I will do that. I appreciate the help.

[John1080]

@Mary-And-Kelly0, she is going to be a horror if she goes through with the booking. Call asap and see what you can do! 

[Mary-And-Kelly0]

@John1080 I couldn't agree more she will definitely be a nightmare to host absolutely nothing will make her happy.