Hello folks,
I am literally trembling after a 2nd horrible, offensive, threatening email from a guest's husband who checked out last Saturday. The background is: I am a superhost with almost 80 5* reviews and have had the property concerned for almost a year and have achieved 5* reviews for all of the bookings. This guest has decided not to complain to me until he has vacated the property. He has sent me many emails with photos of things like cobwebs, my freezer with food in it (yes, it's my second home), my under-sink cupboard is "jumbled". His idea of cleanliness is not mine or my other guests. And here's the issue. I suppose he feels he has a right to complain if he doesn't consider it clean enough to his standards. My friends arrived after him and said it was "perfectly clean" and are delighted with this cottage (which is 'lived in', needing a bit of redecorating and not high-end, but it is in a unique location on the island and very good value as we don't charge high-end prices). When he emailed me the first time, I didn't want to escalate things so just apologised profusely and thanked him for his feedback. He has now told me today he has used this email as evidence to get his credit card company to be ready to follow through with getting my refund if I don't resolve asap (I'm on holiday and was going to do payment at the weekend). My feeling is that I need to just give him a full refund and forget about it but I do want to address any bad review he does publicly (that is the underlying threat in his emails unless he gets a refund). But can I get airbnb to block him if I can show him to be a menace? He only has 1 positive review. I have a good record. I don't want him to affect my ratings. But I don't want him affecting any other future host like me who offers good value accommodation and has great reviews. He is a nasty bully. He has chosen to stay the full week and didn't alert me to any issues until he left. Surely that goes against him. I don't know why he didn't resolve through airbnb (I can suspect why) but I don't think the refund will be the end to it. I would love airbnb to provide support to me but I hear they are not great at supporting superhosts....What advice would you give me please? Looking forward to hearing from you. Julie
