05-26-2016 09:33 AM
Hi, I have an issue that I can't seem to get categorized better. Guest and his friend claimed that the second of my 2br listing was unusable due to noise from a fan on the roof outside the (closed) window and is requesting a partial credit because he says he had to share a bed with his travelmate in the first bedroom and the second bedroom was unusable due to noise. I am not sure what to do in this situation as I feel I being held hostage for a 5 star review if I don't refund. I checked in with him the morning after he arrived, he didn't mention anything was wrong, and the solution to the problem would have just been to wear earplugs (which I have available) but they only made me aware of the issue after the fact and after they checked out. They were excellent guests in other respects, the place was totally spotless when I arrived back. I am wondering if airbnb can review their account history and let me know if they have requested these sorts of compensatory payments from hosts in the past. If not, I would be much more ameniable to providing him some form of compensation if the bedroom was truly unusuable, but if this is a pattern of abuse, I don't want to be taken advantage of and held hostage because of a need for a top review. Please help here.
05-26-2016 11:25 AM
Have you had other guests stay before? Any issues? I would not offer credit after checkout unless there was something unexpected. Not great guest behaviour. This is part of how your listing is, and I assume not something you can turn off. When guests check in, I usually tell them to call me if there is anything at all, day or night, that I can help with or that they can't work out. I want to know about problems when they are in residence, not afterwards!
If your place is truly noisy, I would say so in the listing (in a nice way) and price accordingly. For instance ''some night time noise from outdoor fan in second bedroom, hence the lower price on that room''.
05-26-2016 02:45 PM
This is exactly what's wrong with the review process! I hate that you feel like you have to do anything for these guests. You did your best and they didn't complain to you when they should have. You had no opportunity to problem solve and be a great host. I would not refund. If they leave a bad review, reply to it with an explanation.