Hi everyone, I am a new host and I have hosted a couple guests recently. They are very satisfied with my smoke-free and pet-free house. Also, I have stayed in the house for about a year, putting descriptive photos and info for my listing for my guests.
A week ago, there was a guest (and his mom) made a reservation (30 days of stay) and wanted to take a look of the house before moving in on Mid-Aug. As the booking was confirmed, I want to make sure my guests have the best stay so I let him to check the house. Throughout the conversation, he asked me whether my place is 100% smoke-free and I told him yes. During the visit, I gave him a tour and asked him whether he has any problem or questions regarding the room, please feel free to ask me so I can make it better before he and his mom move into the room. He said everything was great and neat. He then checked the rooms and asked who else will be staying in this house. I told him that my fiance will be back to stay with me after a month (which wont be here during their stay) as she is working in other state. He said cool cool. Before he left, I asked him again whether he has any question or issue. He said nope, it is great. So I sent him off and said see you in Mid-Aug, he answered see you soon.
2 days later, AirBnB contacted me about the guest wanted to cancel the reservation and get back the full refund because he said my house has smoke and mold odor which makes an unsafe and healthy environment. I was surprised because the guest did not mention anything during the meet-up! I then told the representative everything. The rep was trying to help him at first but I explained nicely why I would not refund the guest due to the long-term cancellation (strict) policy. I set this policy because I have seen some before. Then, the rep instructed me on how to solve the problem. I followed and responded the guest that I cannot make a refund. Then I thought things are settled.
The next day, the guest threatening me that If I don't refund he will report to police or make a lawsuit to sue me because I keep his money for nothing (excuse me?) I gave AirBnB a call and a representative told me do not worry because I have the cancellation policy, and AirBnB wont refund to the guest and will protect me if the guest is going to file a lawsuit against me. I felt relieved because I got assurance from AirBnB that they will protect the host.
Few hours later, another representative (let call her K) called me with a rude tone, kept insisting me to refund the guest. K did not even listen to whatever I explained. Kept asking me "If there any possibility you would refund the guest full amount of money? We will cancel the reservation on your behalf without penalizing you. ", I was driving at that moment and kind of pissed because I did not do anything wrong, the rude rep wanted to close the case very badly, as this thing has been emotionally affected me, I told K that I would refund 50% and cancel the reservation. That's the best I could do because the guest has the responsibility to read before booking, he needs to learn a lesson. K said okay and the conversation was ended.
During that night, the guest sent me another threatening message that he will check in to the house on the first check-in day with lawyer and police if I don't provide a full refund. My fiance and I couldn't fall asleep, we couldn't understand why this guest wanted to do so? why wouldn't he address the issue during the meetup but 2 days after? Did he find a better place so he made excuse? Why is he accusing my place has mold and smoke odor when he did wrong?
Lastly, my fiance and I decided to give him the full refund due to the mentally tortured. I called AirBnB to refund the guest. K then called back for confirmation with her happy tone (because she can close the case). The case is then closed.
This is my first time facing this issue and I am kind of disappointing because I expect AirBnB to protect me when circumstances like this happen. Now I feel that, as a host, no matter what cancellation policy you have, flexible, medium, strict or super-strict for your listing, it will become ineffective when guest makes false statement and request to refund. I learned a lesson and will be a better host in the future. Learn to protect myself before someone protects me.
If this happens to other host (you), what would you do? Please feel free to share your advice and suggestions, so everyone will be alert and knows how to handle when it happens. Thanks for taking the time to read my post. I appreciate it.