I am 20 years in that business and have the compony with 40 apts in NY. Started to work with Arbnb and love it.
We do everything possible to make people happy, all reviews are great, respond even to the small issue same hour.
Recantly I got the guest who is a froud artist.
--She arrived and it was no issue at all.
--Based on the two months reservation I promised to refund her the cleaning fee and did it in 1 week of her stay.
--After that she called as per family situation she need to terminate the reservation as of 10/24.
I asked her to call to ARbnb and do all that thru the compony. Arbnb gave the termination day as 11/11.
--She called me again for refund her payment from 10/24 - 11/11 , I told that will do only what arbnb will tell me to do and
.... got ' I will get what I need to get anyway, you will lost more' .
She terrorize me with phone calls/texts/ created issues. I was there very day after her call the same day with super/assistance.
She opened the case and left the day she needed from the beginig 10/24.
The representative was so against me, he even refunded her part of the payment.
That is the trick, which may be used by travelers to manipulate the cancelation policy and as business owner I can tell you its very dangerous.
Any advises?
