Complaints

[Sophie659]

Hi, 

Please can someone advise. My lasts guests are black mailing us with an official complaint to AirBnB. 

There have been issues with the shower during their stay.  We received advise from a plumer and gave them use of our own shower which we have never had an issue with (showered every morning during their stay without a problem) and apparently that was too hot for them.

I have offered them £100 refund (1/3rd of thier stay) they are threatening to report us to AirBnB unless we give them another £50 refund. 

They have complained about everything since they arrived including out of date food in the freezer (that's what freezers are for!) I am loathed to give them more money back when have had the plumber in and gave them alternative options for showering and they are still complaining. 

Please advise on the best way forwward. I can probably handle one bad review from a tempramental guest but i dont know the consequence of them making a complaint through AirBnB

Any help would be great 

Thank you 

[John1080]

@Sophie659, I wouldn't give them a refund at all.

Let them leave a negative review and move on. Even if you give a refund, they are most likely still going to give a negative review from the sound of it. 

[Chris232]

@Sophie659

Hi Sophie, Is " they are threatening to report us to AirBnB unless we give them another £50 refund. " on the Airbnb messaging platform, if so report them to Airbnb for extortion.

Airbnb should remove any negative reviews if guests a trying to game you

Do not give them a any refund until you have spoken to CS

https://www.airbnb.co.uk/help/article/548/what-is-airbnb-s-extortion-policy

UK Airbnb ... 0203 8084116

[Fred13]

They are going to give you a bad review any way, so be prepared. In fact, try to head them off at the pass, let Airbnb know what has happened (extortion) and will happen (bad review) and if you connect the two together, you will be turning the tables on them.

Btw, you just happened to stumbled on the type of guest all Airbnb hosts also detest (The Complainers).

[Sandra126]

What are they doing in your freezer???

Personally I discard out-of-date food, not sure that is what a freezer is for.

[Letti0]

@Sandra126  I freeze things all the time before the out of date time for use later. 

@Sophie659  I agree with the others this is extortion and against the rules. Also I would not give them any refund they were still given a shower to use.