I had a couple from Buffalo stayed Sept 8-Sept 21 $85 per night for 2250 sqft heated pool home in SW Florida.
Sept 9 morning they told me that they found somebody underwear in one of drawer, the pool water was too cold(86F), the house isn’t clean as it should be and the hand soap dispensers only halfway full. The condition of the house give her anxiety because she’s a phobic. She said she will be sending all the pictures to me. I were on a family weekend trip about 3hrs away. No picture was sent. I turned my car around to get to the house. When I were 30minutes away, an Airbnb support memeber called and suggested sending someone to clean as she wanted. I said i will be there and clean as the way she wanted. I apologized guests and sending pictures to my cleaning team. I trusted my cleaning team we never had any issues before.
Sept 10 afternoon the guests want to know why the jacuzzi isn’t working. I told them it’s not working and i’m waiting for the new pump. They said i was lying to them about the listing. I also told themin the listing I didn’t list jacuzzi or hot tub. They said they’re not happy with that and this is their first time vacation and honeymoon after 37 years of married. They wanted me to do something to make them happy. Instead of buying dinner or wine, i refund $100 to make them happy.
No issue until Sept 18th at noon, they told me the air conditioning wasn’t working. I came over right away. I called my home warranty (AHS) at 1pm and it usually take them 24hrs to response. My dad and i know how to fix it ourselves. We started fixing and getting new capacitor. It turned it wasn’t only the capacitor but the whole fan was blown. We couldn’t do anything beside waiting for home warranty. I called Airbnb support and told them the situation. They told me go tell the guests that there will be no air conditioning and the guests should make their decision of staying or leaving. They will get refund of the nights they didn’t stay. The guests decided to stay because it was late (8pm)and raining outside. I asked if they need more fans but they said it was ok. Sept19 at 8am, Airbnb support called to check on the repairing status. I told support team that the home warranty team will respone in 24hrs which is in 5 hours away. The support said they will let the guests know. I got on the phone with home warranty , got transferred back and forth between air conditioning service and home warranty. Per American Hoem Shield contract, they have 24hrs to assign a vendor and vendor have 48hrs to come to repair my air conditioning. I told the guests that and couldn’t get fix as early as they wanted. They had to make decisions leaving or staying. They didn’t response to my message. They left the house and wanted the whole trip to be refunded. An Airbnb supervisor is working on the case. The guests called and yelled at me for being a scammer, ruined their vacation, lying about home warranty, why do i have to fix myself if i have home warranty, the house isn’t under warranty, i should have paid for their hotel room, i don’t want to fix the A/C.... please share some thoughts, advices and experiences.
