Guests quibbling prices

[Linda317]

I have just accepted a second booking from a previous guest.  During their first visit I received 32 emails/texts and several times was the price of the stay was questioned.  The actual guest is very pleasant but a relative does the booking for her.  I received another email after the booking was confirmed suggesting that the original dates requested were no longer suitable so could she change them, which was fine.  However I was then asked to readjust the price foregoing our cancellation fees.  I said that Airbnb were responsible for billing our guests so she has contacted the company (somehow, as it is more than I seem to be able to do) and they have passed the issue back to me saying it is down to my discretion.  I feel extremely embarrassed as our pricing and cancellation charges are clearly stated before bookings are made but now feel that I have to set these aside as this guest is so persistent.   I think it should be part of Airbnb's responsibility to deal with this sort of thing rather than passing the buck back onto a host. 

What do the rest of you think?   

[Marzena4]

Guests sometimes manipulate us, hosts, @Linda317. I have just replied here on a similar topic. And Airbnb is not of any help then.

[Linda317]

Thanks Marzena,  I will certainly have to be more hard-hearted I think.  

[Regina38]

They can change dates their self.  Do not change for them and do not give them money. Airbnb probably told them the rules and their repercussions.  They didn't like it of course so airbnb told them they would have to have your approval for a refund. I would say sorry this is a business and I follow the cancellation policy. Also 3rd party bookings are against airbnb rules so they should not be able to review you. Stick to your stayed policy. 

Good luck and happy hosting! 

Let the confusion continue!

[Linda317]

Hi Regina

Thanks for this advice and will certainly be following it the future.  I did not know about Airbnb not allowing 3rd party bookings so that is good to know too.

[Regina38]

Thank you. Please like any replies you find helpful. 

Happy hosting!

[Fred13]

The upshot is the guest is "so persistent' (aka obnoxiously pushy), and you rather 'toughie' Airbnb deal with them. It is your place, not Airbnb's; unfortunately, you will have to be the ultimate 'heavy'. 😉

[Marit-Anne0]

@Linda317

Maybe I am missing something here, but a change of dates should not produce any added fees like a cancellation would. 

[Regina38]

 Guess it would if they were changing tol a later date and the original date was within the cancel/no refund window. 

[Linda317]

The guest in question had decided to shorten her stay

[Regina38]

That is a cancel. Do not do it for the guest. I would instruct them to make the changes and the stated canclation policy applies. 

I tell them I follow Airbnbs guidelines.If they push back/want money back I would be happy to refund them if I rent the room for same rate and full term of caneled days less airbnb fees and any taxes if they leave the unit clean and in a timely manner. Make them aware that Airbnb does not refund any fees they charge and you will not refund any portion of the cleaning fee(if they check in)

Offering money back if you re rent the days they canceled encourages them to cancel in a timely manner and allows you to re rent. Please do this through the resolution center and wait until the stay of the next guest is completed an you have been paid. get

It is important to make them wait for refund so they can't call airbnb to gst money back on top of your refund. 

Good luck

[Linda317]

Gosh Regina

Thanks for all your help, I think I am going to have to be far more hard-hearted (businesslike I suppose).  You are quite right that we are not going to be able to re-rent as the days are right at the end of a week and we always block off 2 days for cleaning as it is a whole house.  This whole scenario has left such a bad taste in our mouths that we have already decided not to offer this guest another booking which is a pity as the actual guest who stays with us is very charming.  But we live and learn and these experiences all add up to dealing better with situations when they arise.

Many thanks

Linda

[Allison116]

Agree with many of the prior posts. This is a cancellation, don't alter things for them.  And when they request to cancel, you need to say "no" you do not accept the cancellation in order to get your $, otherwise, if you accept the cancellation, airbnb will treat it as if you cancelled it.  Is is very confusing but read carefully.  Just tell them that you have a non-discrimination policy and all guests are treated the same way and need to comply with the same rules.  No special treatment.  Also, the point about no 3rd party bookings is true and important.  Say the person that stays with you does damage, who is going to pay for the damage?  Usually there is a bad reason why the person can't make their own reservation.  Like no credit, prior banking problems, etc.  And finally, as you can see in many other discussions on this website, many hosts, including me, recommend not renting to "discounters".  They tend to be a pain and never happy because no matter if they end up staying at full price, they are not happy because they feel like they should have paid less.  

[Linda317]

Thank you Allison

It is so nice to have such positive support from other community members.  Your advice is invaluable.