Refund and a difficult guest

[Brittany32]

I ahve had 4 completed bookings at my listing so far. I have only been operating as a host for a month. 

My first two guests didn't leave reviews which is unfortunate as they had a wonderful time with no complaints. The third guest however did leave a review. It was not great but not horrible either. I listened to their criticism and resolved the issue with the guest privately as well as making vast improvements to the unit. (hired a new cleaning service and requested pictures when they were done.) Issue resolved with everyone involved includig Air BnB. 

This leads me to my fourth guest. They booked with instant book before the listing was completebut maintained excellent communication with me while I updated them with everything I thought would be relevant to their stay in my place. Upon their arrival, they contacted me to let me know they were extremely happy with the place and that they were looking forward to the remainder of their stay at my house. This is a 3 night reservation. 

On the morning after their arrival I received a text letting me know that the guests are unhappy due to finding a **bleep** roach. I completely understand this even though this is a tropical island and bugs are inevitable. I agreed to refund them according to the refund policies on the listing. I advised them they need to contact Air BnB to work out any remaining refund they think they are owed. I ahven't even recieved the payout fromt heir visit which is why I wanted them to handle it through Air BnB. 

Well they refused the refund offer and stated they would be leaving by noon. 

Ok, no problem. I'm sure Air BnB will figure it out and let me know what I owe. Guests are checking out so I called the exterminator to come in and treat the place a secoind time this month as I have new guests checking in on this week and I would hate for this to be a continued issue. I ahve also hired someone to come and clean the unit of the dead vermin that will naturally occur due to the treatment. 

I went to check my security feed to see if the exterminator had left yet s I could rearm my system and the guests have blocked my security feedsas well as turned off my audio feeds. This is a direct violation of the house rules as the security sysem is my lifeline to the house. I cannot unlock doors, arm the system, let my housekeeper in or let my pet sitter in without that system. 

I contacted my guest about this and they informed me they are going to stay on my property until they get a refund. 

I was shocked. 

They're demanding a full refund yet are ontinuing to stay. They have threatned to leave a bad review using pictures of the dead roaches left from the treatment process. They have threatened this because, and I quote, they are "mad at Air BnB policies." They agreed to the flexible refund at the time of booking and as it was mid day where I am when they notified me of the problem, it was a scramble to to try and get this rectified by close of business on a Friday. 

First, it's Hawaii. We have bugs. They are indigenous to the island and there is literally nothing anyone can do about that. They are a vital part of our fragile ecosystem. I ahve the unit professionally treeated once a month rather than the 6 times a year that is normal for the area. A couple bugs is always normal especially when it rains. 

Second, if the place was so bad they need a full refund, why are they still in my house? 

I can counter a bad review as the guest is refusing any of the solutions anyone is offering them and i doesn't take an entomologist to tell the difference between a stepped on bug and one that died from a treatment. one is squished, one is not. 

But what on earth am I supposed to do at this point? I honestly want to quit Air BnB now. It doesn't seem worth the headache of dealing with people who want 5 star resort type accomadations for $70 a night in an upscale neighborhood in Hawaii. 

How do I stop this guest from doing this to me? Or do I just have to uffer through it? I'm fine with issuing a refund however Air BnB decides to do it since the guest immediately involved them, I do not want to give this guest any money until it is resolved through the reslution center. Which he is refusing to do. He also won't leave my peoperty which makes it impossible to fill the dates with someone who understand it's a **bleep** tropical island. 

[Marit-Anne0]

@Brittany32

I think you need to tell them in no uncertain terms that if they want any sort of refund at all, they need to cancel and move out. They cannot have the cake AND eat it.  

Make sure you have your story ready and the proof needed to back it up.

[Brittany32]

@Marit-Anne0

Thank you for your quick response. 

I have the confirmation from the exterminator they were at my property yesterday to treat it as well as the conversations between myself and the guest. 

Is that generally sufficient evidence to protect the hosts in this situation? 

Should I have done more to try and rectify it even if they were demanding to leave? 

[Marit-Anne0]

@Brittany32

Hopefully, you will be good, but airbnb has the final say if it escalates.  I have a feeling these guests are hoping for a freebie.

[Brittany32]

Thank you. 

I have a feeling this is the case as well. The threats and then staying anyways was extremely bizarre to me. 

I'm hoping they just check out tomorrow and the next time I hear about it is when Air BnB contacts me with the resolution. 

[Suzan11]

What if a guest stays past the check out date?  Certainly these folks will be posted and blocked from ever booking through Airbnb again...?

[Marit-Anne0]

@Suzan11

With any such irregularities you must contact airbnb at your earliest convenience and aslo confront the guests in writing on the airbnb message platform.

Long term guests may have obtained tenancy rights if staying past 28 days - in such cases you would need to start an eviction procedure.

[Brittany32]

Luckily it is only a short term reservation. 3 nights. 

As soon as they advised me they were staying, I replied through the Air BnB messaging that they cannot stay past their reservation dates. 

They seem to have agreed to that. 

[Todd-and-Reese0]

Keep all conversations on the AirBnb messaging system. They can access the conversations for verification. You should call AirBnB and just give them a heads up that these guests asked for a refund but decided to stay and you think they are trying to take advantage of a new host. They can look into the guest account and see if they have done anything like this before.

[Todd-and-Reese0]

Oh, and be sure to update your listing in the "other things to note" section. Something like:

"It's a tropical island. We have exotic, and not so exotic, insects and other creatures like spiders, lizards, roaches, snakes, etc. We have an exterminator and try to keep them out of your space, but cannot guarantee a completely critter-free existence. If these things freak you out, Hawaii might not be for you."

[Helen3]

What did Airbnb say when you called them @Brittany32 your 'guests' behaviour is completely outrageous.

Airbnb should cancel their booking and tell them to leave immediately.

Any refund that might be due to them will be sorted out by Airbnb once they cancel their booking.

They will not receive an immediate refund. Airbnb will tell them that.

I am wondering if there was actually a cockroach or this is an excuse for a free stay.

[Brittany32]

Well I heard back from Air BnB a few minutes ago and they asked if the guest was still staying in my place. They literally said "that's not gonna happen" when I told them they are staying until they get a refund. 

They will be charged fully for the nights they stay in the property.

They agree I have addressed the cleanliness issue to any standard anyone can expect and that I have followed policies exactly as I should. The agent said he will be calling the guest to explain how the refund policies work and that he cannot extort money out of me by threatening a bad review. The review will be taken down.  

I feel much better about the situation. And honestly Air BnB was quite helpful so far.

I have updated my listing to reflect the common issues people may face in Hawaii. I appreciate that advice. It is a learning process and I'm constantly learning how to be a better host. Especially with a full calendar 3 months out.  

[Paul154]

Judge Judy is always my guiding light in these situations.

"YOU ate the steak,

YOU pay for it.

You don't eat it all and then say you hated it and refuse to pay, you fool!"

I wish Judge Judy ran Airbnb

[Branka-and-Silvia0]

@Brittany32

for every day of overstay they owe you double the nightly price! copy and paste to your guests TERMS OF SERVICE : https://www.airbnb.com/terms/

8.2 Booking Accommodations

8.2.1

You understand that a confirmed booking of an Accommodation (“Accommodation Booking”) is a limited license granted to you by the Host to enter, occupy and use the Accommodation for the duration of your stay, during which time the Host (only where and to the extent permitted by applicable law) retains the right to re-enter the Accommodation, in accordance with your agreement with the Host.

 8.2.2

You agree to leave the Accommodation no later than the checkout time that the Host specifies in the Listing or such other time as mutually agreed upon between you and the Host. If you stay past the agreed upon checkout time without the Host's consent (“Overstay”), you no longer have a license to stay in the Accommodation and the Host is entitled to make you leave in a manner consistent with applicable law. In addition, you agree to pay, if requested by the Host, for each twenty-four (24) hour period (or any portion thereof) that you Overstay, an additional nightly fee of up to two (2) times the average nightly Listing Fee originally paid by you to cover the inconvenience suffered by the Host, plus all applicable Guest Fees, Taxes, and any legal expenses incurred by the Host to make you leave (collectively, "Overstay Fees"). Overstay Fees for late checkouts on the checkout date that do not impact upcoming bookings may be limited to the additional costs incurred by the Host as a result of such Overstay. Airbnb Payments will collect Overstay Fees from you pursuant to the Payments Terms. A Security Deposit, if required by a Host, may be applied to any Overstay Fees due for a Guest’s Overstay.

[David126]

Everybody is different but if it was me they would be out the door so quickly they would not know what hit them.