a guest asking for a partial refund

[Mary574]

A woman and her son had been booked in to stay for 2 nights by her mother. 

They never showed up - or rather I thought they hadn't, so I contacted the mother in the morning saying I could see her daughter and grandson weren't staying and that I hoped everything was ok.  We ended up talking on the phone. She said he daughter and her husband had come to the camp site and couldn't find me (I tell everyone which is their tent before they come so that they can just go straight to their tent. I was just further down the field - not very far away.) She said they said that the tent was covered in flies. I haven't seen any flies at the camp site at all. Even if there were some it wouldn't be surprising as it is a sheep field - as it says in the listing. And finally the toilets - compost toilets. Now here, yes, there was a problem. This was the opening day and the toilet seats hadn't arrived. Some guests had arrived earlier and I had appoligised profusely about this, they didn't seem to have a problem and just used them anyway, sitting on the painted plywood. By an hour later toilet seats had come and been fitted. It was a very short-lived problem, but I agree - not good. I

Apparently the daughter has an immune issue and needs things very clean. Apparently she'd looked at all of this and decided she couldn't do it, couldn;'t stay, and went back to her mother in tears. The mother wants a full refund - £86. I challenged this a bit and we agreed, reluctantly on my part, on £70. I still feel that perhaps someone with an immune problem shouldn't go camping in a sheep field with compost toilets...

Interested to hear what other people think. You could say - oh well, £70 isn't much. Just give it to her. And I probably will, just to have it all finished.  But is she being reasonable. Apart from the toilet seats not being there for the first hour everything ewas as described in the listing.

[Fred13]

This is my attitude to those driving on the 'wrong' side of the street ( https://www.rhinocarhire.com/Car-Hire-Blog/August-2009/Which-Countries-Drive-on-the-Left,--a-Handy-G... )

[Jessica-and-Henry0]

@Mary574

I think the guest has no one to blame but themselves - if you have a known immune disorder WTF are you doing at an "off-grid campsite with a composte toilet and sheep"?!?!?! Why would a person like this risk leaving their safe "bubble" in the first place? Of course there will be flies and other critters at a campsite!!!  Plus it was a 3rd party booking which is not allowed in the first place.

And toilet seats were an hour late....... Imo not something you need to refund for - a special/extra snack or drink with an apology for the inconvenience and thanks for your patience is more than enough! 

If it were me, I would have just told the guest that hosts don't get involved in refunds for cancellations. Airbnb handles all payments related to bookings and reservations, we just select the cancellation policy we want and everything else is up to Airbnb. 

[Gordon0]

@Mary574 - Personally I think you have been overly generous. I'd have refunded 50%, maximum. 

[Emily140]

I second @Jessica-and-Henry0 and @Gordon

Honestly, it took me a little time to get clear-headed about this sharing biz.  I used to give refunds for all the usual excuses.  No more.  All you have to sell is your space.  Your space is *detained* by a reservation; available to be used as described.  MUST be booked by the person intending to occupy as surprises by mom cause problems.  As host, you are eating the cost of preparing and making your space available, unable to recapture that time/fees.  No reason at all to refund, unless you're feeling flush and feeling generous and it pleases you to engage in a random act of kindness.  And sometimes, indeed, it does!  But it's clearly already eating at you, for good reason.  Refund half, max, because it's still clean and wasn't used, so SOME work doesn't have to be repeated.  But only if that's your policy to refund half if not occupied. 

And, your place sounds super cool!

[Mary574]

Thanks Emily. I did end up giving her the £70. was worried about bad reviews. But I haven't written her review yet!  And I have invited her to come look for herself, which she says she will do. So I'll let her know then that the 'community' reckon I've been more than generous, and that they should never have booked in the first place. I didn't know I'm not supposed to accept 3rd party bookings. Will bear that in mind. It does make for difficult communication.  

[Fred13]

Three phrases hosts should refrain from using and blurting out too automatically:

1. "Is there a problem? 

2. "I am sorry ..." 

3. "I will give you a refund"