Guest wants a refund

[Melita1]

I had a guest schedule to stay for 2 nights for 2 guests, during the VERY busy week of SXSW.

When I checked in on the day of arrival about his ETA, he said he thought he had a place to stay for the night. I had 2 guests who would have liked to extend their stay, but I couldn't because he had booked the room and I didn't want to double book in case he actually did need the room.

He said he thought he might use the room the 2nd night, but wasn't sure. Late this afternoon, he texted me hat he wouldn't need the room after all.

He did not cancel, so I wasn't able to re-book the room. I have a moderate refund plan (which is full refund 5 days in advance of the stay). 

When I responded to his text that I wouldn't be able to refund him, he got hostile with me.

What is the best practice on this sort of thing? Should I have refunded him fully, partially (i.e. for the 2nd guest), or for the $10 cleaning fee?

Thanks in advance for any thoughts.

~Melita

[Dave-and-Deb0]

Hi @Melita1,

I would not refund him any money and I would contact Airbnb right away and tell them exactly what you posted here.  I would also mention that if he reviews you, his review should be removed as he never stayed and cannot speak about your listing if he has never seen it.

Dave

[Lainey0]

Hi Melita,

Don't refund him!! First of all it was SXSW week ( I hosted sxsw too) and its a crazy busy week(s) he kind tried to pull one over by asking for a refund because he didn't follow through on his own plans. You owe him nothing, and it's 100% his own fault that he didn't cancel. From what I understand, if he didn't check in he cannot leave a review. Also make sure you guys are messaging via Airbnb texting so if he goes coocoocachoo it's documented. Hold strong, and don't refund him. He wasted your time and you could have used those days for your original guests.