"Entire House" vs "Private Room".... Guests communications tells the story. What were they thinking?

[Stewart44]

What if the guest shows up and thinks it's an "Entire House" but it clearly states "private room". This just happened this past weekend for the first time. Am I suppose to offer a refund during peak season on the weekend? We are a super host and I fear a poor review due to their lack of understanding. I don't even think they read the listing.

Our communications prior to arrival states she understood "private room" in our house. She asked me to show her where it states it on the website. As graciusly as possible I showed her where it says "private room" not "entire house".

Their group conversed and decided to leave.    

[Ana1136]

@Stewart44 why even consider giving her a refund? It is not your fault she does not read. If she intends on giving you a bad review she will do it, at least get the money. 

[Amy-and-Brian0]

I agree @Ana1136 , the guests will do what they will do anyway. Why ALSO lose the $$. 
If it were me, I'd not review them at all unless they reviewed me first. Just take the money and hope they go away quietly.

[Stewart44]

Thanks for the input. And it's not just a private room, they get the whole finished basement, private BR with rain shower and heated floors, sauna, and access to in-ground pool, laundry and full kitchen. Mi Casa, Su Casa. 4 Adults X 2 Overnights @$200. Seems like a great deal to me.

They looked so disappointed and insulted.

[Gordon0]

I looked equally disappointed when I didn't get the bike I wanted for my 11th birthday. But I got over it. Take the money, this isn't your fault, @Stewart44. They won't make the same mistake again.

[Andrew0]

@Stewart44 This happens A LOT.   By no means should you offer a refund and pay out of pocket for the guests' dumb mistake. 

[Nina75]

Andrew whats your deal with not giving hosts refunds or partial refunds... I see you posting alot where you advocate against giving refunds. Some part of this business should be about treating people the way that you want to be treated and having empathy... just letting some people Leave, why do you want to hold people hostage? 

[Inna22]

@Nina75 

@Andrew0 is not suggesting to hold them hostage- they are free to leave. However, if they made a mistake why is host supposed to pay for it? This has absolutely nothing to do with empathy. This is socialism vs capitalism. This is about grown adults taking responsibility for their own actions. A restaurant does not have to give food away to everyone out of empathy, doctor treat people for free, etc. And if someone makes a mistake, they are to pay for it, not someone else. How about empathy to the host who cleaned, prepared, expected income (and could have gotten it since it was busy season so someone else would have booked)?

[Andrew0]

@Nina75  Did you actually read the original post?

The guest booked a Private Room. The host did his job,  prepared and delivered the property exactly as advertised. There is no reason that the guests couldn't have completed their stay; they simply chose not to.

When you go to a restaurant and order a steak, and the kitchen cooks you a steak, and the server brings you a steak, but then you decide you what you actually wanted was salmon, do you believe you're entitled to leave the restaurant without paying?

And were you not the one who was just having a fit in this very forum because Airbnb granted a guest an undeserved refund when they chose not to stay? https://community.withairbnb.com/t5/Hosting/AIRBNB-WHY-DID-YOU-REFUND-GUST-WHO-MESSSED-UP-BEDS-AND-C...

[Nina75]

I didnt say a full refund, a partial refund would be in order, if I was to give a reccommendation, and it would be empathetic... Its easy to take someone elses money when it is not your money. I've always tried to be fair and if there was a error try to work something out with the guest depending on their attitude etc, etc.... Some of you people on here are act like its your last dime. I dont know your financial situations, but sometimes you have to take one for the team. 

I've given thousands of dollars back when I didnt have to, but then again, I look at the whole over all monthly earnings. I also believe in KARMA  

*inappropriate content removed*

[Nina75]

Now if a guest does not ASK, then I do not GIVE... Lets make that clear.

Some guests cancel, and never say a word I just see an extra payout. But if guests asks and I can rebook the days out or Im having a great month, I will defintely try and work with them if possible.

[Andrew0]

@Nina75  If you think that people should have to forfeit money that they worked hard to earn, and that they are contractually entitled to, all in the name of "taking one for the team," I sincerely hope you're not an employer. I don't know how your notion of "empathy" and "karma" fits with with bragging about how much money you make, but believe it or not most hosts don't have multiple properties and put a lot of genuine labor into their Airbnb income. 

Yes, I am more empathetic to working people facing an unexpected loss, than to spoiled brats who couldn't be bothered to read a listing. But somehow I get the impression you relate more strongly to the latter.

[Kath9]

@Stewart44 it literally makes me want to tear my hair out (I've had this happen too). What on earth is wrong with people? Based on my similar experience, I believe if they officially cancel the booking they will be refunded for the second night. But definitely do not offer a refund and hopefully you'll get at least one night's payment.

I personally would review them. Other hosts need to be alerted to potential guests with whom they should take 'special care'. But I wouldnt review until the 11th hour to avoid alerting them in the hopes they won't review you. If they do review you, this will be an easy one to refute publicly because it was clearly their own stupid mistake.

[Suzanne302]

@Stewart44  Sounds like she messed up but didn't want to tell the group she was with! I agree with the others...No refund. Don't worry about the review as it will probably be negative anyway. Better to have a negative review and money in the bank than a negative review and lose the money.

I'm all about giving the guest benefit of the doubt but when the guest does not read clearly (or in your case it appears she fully understood and just claimed ignorance upon arrival) I'm not going to reward that behavior.

[Elena87]

@Stewart44 

I occasionally get this too.

I tend to tell them regrettably it's a self inflicted error and if they really can't bear a private room for a few days, it's best to cancel.

They get back what's due through the cancellation policy.

I'd offer to also part refund if I am able to fill any of the cleared dates.

The review - it's mockery of a sham territory - how was the check in experience? Really?