Reasonability of hosting & discount/refund hunters

[Michael3271]

Good day,

We have recently endured an interesting experience with a guest who claims to own a hotel and seems to hold the same expectation of us as hosts of a traditional self-catering cottage located in a remote location – North of Scotland.

Background: The guests arrived at the cottage and within minutes had obviously been roaming around the place drawing up what would be similar to a snag list with a builder on hand-over of a brand-new building. We were promptly contacted via the Airbnb platform where a number of items were brought to our attention which we rationally accepted and made every attempt to resolve within our power, noting this drew onto an unreasonable hour in the night but we still remained available for conversation. It came to a point where we had offered a 100% refund for the guests to potentially look for something else suited to the demands. They declined the refund and we agreed to resolve 2 minimum requirements:

1. New mattresses for the bedrooms (which we had never received a previous complaint/query on) which we had replaced within the next working day;
2. Smell emanating from heaters (The house has a full heating solution with wall heaters around the house) – the housekeeper went in the next day and explained that the heaters hadn’t been on for a while and had to warm up ad dust had settled on the internal mechanisms to which the guest agreed was a logical explanation. The guests themselves are from a European country used to extreme cold temperatures;
3. WiFi/internet bandwidth – They were needing to make calls using Skype but being in a remote area, internet connection bandwidth is tricky with a full video. After explaining the obvious, they understood and adjusted their own Skype settings;

The remaining items would be seen to at the next possible date where we could have a handyman onsite to carry out the “repairs.” These repairs ranged from:

1. Paint fading around the edges of a basin in the 2 bathrooms – the extent of the “damage” is reasonable wear & tear as the bathrooms are wiped and scrubbed clean with a bit of paint fade or flecking of paint as there aren’t tiles;
2. Piece of grout missing between a tile in a shower

We make every effort that before the letting season (the cottage is off the market during a certain period of the year), there is an inspection to see what needs to be attended to in terms of maintenance and supplies in order to host and comply with Airbnb policy. Understanding that post these events, there may still be items that wear/tear/perish/break that are beyond the control of a reasonable homeowner without a full time maintenance team onboard.

The purpose of this conversation is to understand that while we do not run a hotel and therefore do not adhere to the expectations of a hotel guest and it is in very plain sight that the cottage on offer is actually a personal home, what is a reasonable expectation as a host to bend to every whim of a guest? Subsequently, the guest had reported us to Airbnb where we were contacted by an agent stating we were in contravention of the Airbnb policy and minimum requirements with the premise of having to grant a refund. We eventually had to refund an amount but at no point felt that Airbnb actually had done any due diligence on the matter to understand the true story.

To this end, we are very disappointed and have heard similar stories from hosts to which seems some guests have it out to do this to force a refund. In closing, how does one handle:

1. What is actually reasonable in terms of expectation to service as a homeowner sharing their home?
2. What do you do with guests/Airbnb agents demanding discounts/refunds beyond what is reasonable?

[Michael3271]

Thank you Mark, 

Your post actually got me reviewing the actual process & conversation we had with the arbitrator and in short:

1. No detail was given about what was actually complained about;

2. Claiming that all evidence had been evaluated - not sure how this was possible without even having input from ourselves on the matter;

3. No opportunity to refute/accept what was complained about;

4. Complete 1 sided bias toward the guest in pushing for an initial 50% refund;

In terms of the chipped paint, we not actually living in the immediate area to monitor but after speaking to the housekeeper, it was confirmed that it hadn't been noticeable - we have since finxed this with a more permanent solution of a back board. Grouting was fixed immediately and again, no complaint from previous guests or house keeper, leading to the suspicion of malicious damage by the guest.

Furthermore, we have the house rules in place making guests aware of the internet situation explaining that "internet link is via satellite and that any communication must be voice only and not video."

Frankly,  this situation has now infuriated us and leaving us rather raw in terms of the relationship with Airbnb, something we intend picking up with them.

[Michelle-And-Michael0]

Oh Wow!!! What a nightmare..... So sorry to hear what you've been through.

Your place looks amazing, as well as immaculate. Not to mention in an absolutely stunning area. Unfortunately, there is just no pleasing some people! 

I know it happens, but I just don't understand how Airbnb can justify them a refund!

[Michael3271]

Exactly our sentiment in wondering where Airbnb loyalties lie! Amazing to think that a company "abuses" its product (the host with the house/property) when the product conforms to its own standards. While I may accept, to a degree, that customer is always right for an improved customer experience, I struggle to stomach it when it has the propensity to encourage customers to engage in a dispicable manner to seek active refunds - this is at least the conclusion drawn from this ordeal. 

[Ange2]

@Michael3271   Nightmare guests.  I hope you leave them a suitably worded review and thumb them down. Sounds like they have read up on how to shaft a host and scam for a refund. Did they have any prior reviews?

[Jim472]

This kind of reminds me of the Fawlty Towers, Room With a View, sketch. Worth a watch on utube. I'm surprised you guests weren't complaining about Krakatoa not erupting.