Guest Requests To Shorten Stay and wants extra refund

[Rebecca741]

I need some advice.

We had a 53 night stay book on Oct 5 for Nov 26 to Jan 19. We do a 25% discount for bookings longer than 28 days. Our listing is a basement apartment. the listing is clear that we live upstairs and also clear that we have dogs on the premises. At 23 nights into the booking, our guest was complaining about hearing our footsteps upstairs. We tried to be apologetic and as quiet as possible; however, we live upstairs and hearing "normal" living noises is impossible to prevent. Our guest was not complaining about a loud TV or any avoidable noise, just us walking around upstairs. We have never had guests complain before of noise.

I contacted Airbnb support because i didnt know what to do. I said that we were okay if he wanted to shorten his stay if he felt that he couldn't be comfortable in our space. Airbnb agreed that we did no misrepresent our listing, just that our guest needed a different fit. We didn't want to force him to stay or take on a cancellation fee. He chose to checkout that day, shorten his stay, be partially refund, and I assume book something new. The case manager at airbnb spoke directly with him and helped him.

When he changed his booking, his refund amount changed. He lost the 25% discount and only got our 10% discount. He was informed of all of the numbers by the airbnb case manager before he chose to checkout early. He is now requesting that we refund the difference and honor the 25% off rates. He dont have to accept his request.

I am at a loss of what to do. He held our calendar and was given the discount rate for a long stay. We were agreeable and willing to let him shorten with no cancellation costs, because we honestly wanted him to be comfortable. And if not in our space, maybe something better suited. But i do not feel that we should have to honor the lower rate. He knew beforehand the refund numbers and made a reservation change accordingly. We are talking about a $450 difference.

Advice and feedback welcome.

[Ricardo85]

@Rebecca741

25% discount is for 28+ days.

He left after 23 days.

So...

[Alexandra316]

@Rebecca741That's a tough call. I definitely don't think you owe it to him, but  I would consider giving him the discount anyways to keep the peace. However, he may just turn around and review you negatively anyways. Do you think you can salvage the situation by offering the discount? 

[Helen3]

I couldn't disagree more on this unfortunately @Alexandra0. Rebecca has done nothing wrong and therefore doesn't have 'a situation to salvage'.

As you know even if @Rebeca0  agrees to the discount, the guest can leave a negative review anyway.

A host should never feel blackmailed into returning money to a guest, for the chance of a positive review.

If the guest does leave a negative review - and they have no reason to as Rebecca let them break their long term booking, when she didn't have to. Then Rebecca can provide an appropriate response.

[Rachel824]

I’m not sure. I sent him an apologetic message that we weren’t a good fit for him yesterday after the Airbnb case manager notified me he had chosen to shorten his stay. I thanked him for staying with us for the time he did and wished him luck. He never responded. 

[Gordon0]

This guy appears to be stiffing you for no good reason. I wouldn't discount under these circumstances (and I consider myself very fair in these matters). 

[Allison2]

Aww, helllll no!

I'd deny the request. But I'd do so by making clear he's already gotten a screamer of a deal and should quit while he's ahead. I'm using the cost per night that's on your listing right now ($56)

"Dear guest,

I'm sorry you feel that the refund wasn't adequate. You didn't stay the full 28 days required for a long-term discount so that amount wasn't part of your refund. You were aware of the refundable amount at the time you chose to cancel your stay.

I'd like to remind you that we waived the normal cancellation fees for long term stays and had to scramble to find a booking to replace your reservation. Please refer to this cancellation policy here:

https://www.airbnb.com/home/cancellation_policies#long-term

"If the guest books a reservation and decides to cancel the reservation during their stay...the guest is required to pay the host for the 30 days following the cancellation date, or up to the end date of the guest’s original reservation if the remaining portion of the original reservation is less than 30 days."

If you'd like to renegotiate the refund to include the long-term discount we think it's only fair to include the 30 day cancellation payment which was previously waived:

  23 days at Full Rate ($1288)

+ 30 days to be paid under "Long term" cancellation at Full Rate ($1680)

=53 days ($2968)

- 25% discount ($742)

- what you've already paid ($1288)

= Additional funds you owe us: $938

I'm sorry that you didn't find our suite to be a good fit for your stay, but as you can see we've already been generous in our refund and are unwilling to offer anything extra.

All the best to you in your future travels,

host

[Steven552]

Hi- At least they're letting you handle it. I just had a Guest "alter" their stay for only 30 of the 60 days booked during the high season here in Tucson. I had been communicating with the Tenant and understood the gravity of their circumstances, but believed that the Long Term Cancellation Policy was in place for a reason and under my control. Got a call from AirBNB this AM and they informed me that they were alterring the reservation, taking back 1 night that I was already paid on, and not paying me anything for my Jan that was completely booked. I asked them how they are unilaterally altering the Terms of Agreement that I let them know I was not approving and they said they'll send me that part of the Terms that allows them too (I have received nothing so far). I am also Licensed in Real Estate in AZ and a Property Manager (this would never fly in a normal Lease). I am now left with 10 days to try to fill my property and the nearly $2000 in lost revenue because AirBNB made a decision on my behalf. I am not sure how this is a balanced resolution.

[Helen3]

Just say no. I can't believe the guest is being unreasonable.

Reply and say 'in line with your discussions with Airbnb,  when you chose to cancel your booking and leave early,  you only stayed  for 23 days. You are therefore no longer entitled to the long term discount, which is for guests staying for 28 days or more, and have been charged accordingly'.