We Airbnb our holiday home which is 2 hours away from where we live (not that our guests know how far away we are) and we have a lovely lady who cleans for us.
Today's guests arrived and contacted us to say the house was not clean. I replied immediately to ask what was wrong with the house and that I would send our cleaner around.
Our cleaner was mortified, and she went round immediately to see what she had not cleaned. It seems our guest did not expect our cleaner to turn up and started back-pedaling almost straight away. The best she could come up with is that the remote control was sticky....um, no it wasn't!
Oh well, said the guest (by email on the app) we will cancel but will stay tonight and leave tomorrow. Oh no you won't, I said, you can cancel as I would never want a guest to be uncomfortable in our house, but you will be leaving now. Like right now! By this time, our cleaner had arrived to find them still UNpacking. They had pulled all the duvets and sheets off the beds looking for faults, and all their food was in the fridge.
I told them if they wanted a refund, that they would have to cancel which they have. But they were not moving out until I rang them and told them that they had to leave immediately.
Anyway, I just wanted to thank the community. By reading other people's posts I know that these people would have stayed a night or even all 4 nights and then claimed a full refund. OK, it's upsetting that our house is empty for Christmas and Boxing Day, but I would rather be empty than give these people a free holiday!
Thank you!!