Guest request for refund

[Gulf-Sun-Villas0]

I have a guest that's staying in a 1 bd/1 bath unit for 6 nights.  They indicated that they only have 3 guests (2 adults and 1 child) when she booked, then sent me a message 2 days prior to arrival that they have a 9 month old and whether it's ok for the baby to stay there.  I told them that we do not provide infant ameneties (sleep cots, cot sheets, high chair, etc...) as I had listed the unit "Not suitable for kids under 2.  They said that it's ok, they will supply.  In the course of the communication, they said that they also have a 4 yr old.  I asked them to update the guest booking but they said that they couldn't on their end.

So after they arrived the first afternoon, they contacted me and said that the refrigerator setting was turned on "off or the lowest setting" and was not cold but the freezer is cold.  They had purchased some groceries and was able to use the freezer portion to keep some items cold.  In the meantime, I had called my maintenance guy and tried to troubleshoot the issue and contacted my cleaner who was there as late as 2pm to ask whether he noticed anything suspicious when he cleaned the unit.  Cleaner said that he thought that the unit was working properly when he cleaned it because it "sweat" while he was cleaning, indicating that it was cold but I was not going to argue with the guest on the coldness.

It was too late to get the maintenance guy over that evening so the guest used the freezer on lowest setting to keep items cold for the first evening.

The very next day, I did some research and bought a full sized fridge but appliance store wouldn't be able to deliver it until next week due to their delivery schedule and Memorial Day weekend.  In the meantime, I went ahead and bought a 4.3 cu. ft. hotel sized fridge (the largest off the shelf one that was available) and had it up in the unit for them to use by 1:30pm the very next day.

The guest contacted Airbnb and "mentioned that you have provided a mini fridge that is not going to fit for a family of 4."  I replied back and told Airbnb that the guest indicated in their booking that they are 2 adults and 1 child and not 4 guests.  I have made provisions to mitigate the broken fridge and have even bought a small one for them to use since the full size one won't be delivered until later.  They can also use the freezer portion to keep items cold.

Airbnb just sent me a message this evening saying "your guest has sent us sufficient document that will support her claim about the fridge. Basically since the small fridge was not the one that is supposed to be part of the amenity, guest could be refunded 20-25% of accommodation fee.  Your guest is planning to ask for refund, can you confirm to me the refund you could consider ?"

What if any refund should I provide?  I think I have done everything possible to accommodate the situation.  The fridge is not full size but it's a standard size that one would find in standard hotel rooms.  

[Ana1136]

@Gulf-Sun-Villas0 No, no, no!! Don't give any refund! You basically bought two fridges while they still could use the existing one, you went above and beyond for them, allowed a baby when cleaely you said your listing isn't appropriate for children under 2, you accepted a reservation for 3 when 4 people came and they are still complaining about the size. I would never give them a refund, they can give me all the 1* they want. And make sure to write an honest review on them. 

[Gulf-Sun-Villas0]

Thanks for your insights.   I think I will give them 20% refund for 2 nights as a goodwill gesture, even though I feel like I did my best to mitigate the issue and provided them with a fridge to use, albeit, the size is not what they want. 

[Moira21]

@Gulf-Sun-Villas0  I also wouldn't give a refund but would offer a discount on their next booking with you. You probably won't see them ever again so you've made the gesture in good will.

[Ian-And-Anne-Marie0]

@Gulf-Sun-Villas0 

 Look at as being just a game you never intended playing.

Take a thermometer and check your original fridge settings and temperature . Then decide what to do as in the meantime you have provided a workable solution.

After your test, pay nothing or counter offer a 2.5% discount accepting no liability but only as a gesture of good will.

The guest will be fuming but nothing you do will pacify this guest.

[Marie82]

@Gulf-Sun-Villas0on those cases what I always do is to ask Airbnb to relocate the guests and accept the losses i never enter into any sort of blackmail especially when you have learned about the issue u did you best to solve the issue asap by providing an alternative solution small fridge/big fridge on his way. 

I call that taking the piss, guests know they are booking someone else place and anything can go wrong but it is the timely manner you solve the issue who make the whole difference

and you did your best

[Alice595]

@Gulf-Sun-Villas0 I agree with @Marie82 . To let the guests like them staying is a pain of button. They will find something else to complain and request for refund/discount if they stay longer.

You can write a review afterwards and guests like them can cheat only once. That is it.

[David6]

@Gulf-Sun-Villas0 

Airbnb can override on this and favour the guest and just refund anyaway, so I would compromise. Refund 20% of the 2 nights with fridge problems. 4 nights - by your explanation the new fridge will be in situ by then - no refund as all amnenities are as listed. 

[Gulf-Sun-Villas0]

Appreciate your perspective. I think I will give them 20% refund for 2 nights as a goodwill gesture since they were only out of a fridge for one night and was able to keep things cold on the lowest setting in the freezer.  I know that was an inconvenience to them but provided them with a fridge to use the very next day.  I feel that it's a bit unfair that they expect a fridge "for a family of four" but didn't properly reflect that that they have more guests in the unit, even after I asked them to update the number of guests.

[Clara116]

@Gulf-Sun-Villas0 Could this be the NEW scam....they arrive....turn down the fridge  (open the door) and begin the saga and hassle. I'd buy a thermometer and make sure of the temp for the cleaning crew....NO guessing. Seems you have done everything possible and been a super host on this account. Probably never gonna please these folks - esp. if this is the way they roll. In good faith YOU have bought a small fridge and they still can use the freezer....and the new one has probably arrived. IF they are still NOT happy - I'd give em 2 % back for some snack change. If they don't like this - the 6 days will be up soon. Sure hope they aren't going for full refund..........make sure you take pics of the 2 new fridges and share with guests and Airbnb. This is unfair. Not good stuff and they should NOT be refund a penny - how much fridge do you need for a baby and 4 yr old. Seriously!!! NOT 4 adult pigs! babies and little ones eat so little. These are NOT good people if they push this. Please if they do - share on the FB blacklist group this info. best of luck

[Gulf-Sun-Villas0]

I'd like to think that they're not that desparate that they'll try to scam people who are offering a more economical way to travel!  Good suggestion about sending pics to show the new (temporary) fridge.  The other full size one won't arrive until the last day of their stay so they won't be able to use it anyways.  I think I'm going to offer to give them 20% refund for 2 nights as a goodwill gesture, even though I feel like I did my best to mitigate the issue and provided them with a fridge to use, albeit, the size is not what they want. 

[Paul154]

@Gulf-Sun-Villas0 

In a perfect world, we should be able to rely on Airbnb's expertise of placating guest with 20%.

It may not be a lot of money.

On the other hand, these guest are a pain. They could be scamming or they just may be abusing the refrigerator (leaving door open) .  Once in awhile, my refrigerator has this same problem. I fix it by unplugging for a couple of hours.

The biggest problem for you is you don't have enough information and this is stressful.

Just make an executive decision. Give them 20% and hold your breathe. Don't refund and risk an arbitrary Airbnb decision or offer them the past night for free plus refund of future prepaid days IF they leave today. (My favorite choice. It shocks the heck out of complainers)

[Gulf-Sun-Villas0]

I've contacted Airbnb and spoke to a representative on Friday morning, letting them know how I plan to proceed by buying a new full-size fridge and a small temp one for them to use.  I asked them to contact me via phone so I can outline my side of the story.  The case manager just sent me a couple of emails that didn't make sense.  (He sent an email asking for a full refund "because of his mother's situation", then he said that he got the guest and host mixed up and to ignore his previous response.

I outlined my conversation with the agent, who said she will relay our conversation to the case manager and as of Tuesday afternoon, after another call requesting that the case manager call me back to discuss, I still haven't heard back.  So sick and tired of dealing with this "case"!

[Gulf-Sun-Villas0]

When they do call back, I like your suggestion to ask them to rebook them somewhere else if they can't handle the small fridge as I feel like I tried to do what I can to make the best of an unpredictable situation.

[Branka-and-Silvia0]

@Gulf-Sun-Villas0I

1. First, would check is  it really not working and if so then why and whose fault is it
2.  I would make a claim for extra guests fee:  2 children *  6 nights * US$x = in my case it would be about 140$
3. I would offer 1/4 of this sum (35US$) as compensation for a smaller fridge then advertised .... BUT only if the repairman said it wasn't their fault.
4. If I can prove they broke the fridge then I would make a claim for the repair as well

The attack is the best defence :))))