refounds because of changes

[Trine-Tristana0]

Hi!

We initially served dinner to our guests, but  quickly find out that time and expenses were not profitable. Also the food waste. 

We rent out 9 rooms spread by 3 apartments.

We removed this from our sites of what we offer, but yesterday one of the guests demanded a refound because she choose us only because. this. She got 25% off.

What do you think? Should we have informed about changes ?

We cannot go through 3 month  previous reservations or have a system that updates us  who has been there earlier against future reservations.

Shouldn't it be up to the individual to check this when booking if something has changed? 

[Susan151]

@Trine-Tristana0 . No it is not up to the individual to check whether or not an amenity has been changed. They booked based on your listing as it was written at that moment, and that is the agreement you have with this guest.

Every reservation has a booked on date. You will want to go through your reservations to determine who booked prior to the elimination of dinner and figure out what you need or want to do.

I am with your guest on this one.

[Ana1136]

@Trine-Tristana0 your guest has every right to ask for a refund. The changes can only apply to bookings after they were made, the previous bookings have to be under the conditions they booked in the first place. If you are not planning on providing dinner to the guests that have already booked you should give partial refund to all of them. 

[Trine-Tristana0]

I agree. But to clearify. The guest booked AFTER the changes here made. 

[Ana1136]

@Trine-Tristana0 where did she saw info that you were serving dinner? From your first message both @Susan151 and I understood otherwise. 

[Kath9]

@Trine-Tristana0, perhaps your guest didn't realise the changes had been made when she booked. As a gesture of good will, I would either serve her dinner or give her a refund. And any guests who have booked under the listing that started dinner was included, I believe you need to honour that. 

[Linda108]

@Trine-Tristana0   I do not see your listings on your profile.  If you are the co-host, the listings will not show up.  Regardless, you have now clarified your post that the guest had booked after the amenity was no longer offered.  Perhaps you should include some statement in both the space description and the things a guest should note that dinner is no longer included in the nightly rate, "as reflected in a lower nightly rate" (I am assuming).  Guest will read reviews and I would imagine your older reviews include reference to the dinner which might cause the guest to expect a dinner.

[Trine-Tristana0]

We did give her 25% refound. Yes, @Linda108 I am co-host, but with all accsess. Hmmm, our prices was already similiar with the others in our area. As airbnb rookies we went a little overboard and everything wasnt not well thought out, he he. We are still learning. 

Good idea with the note. Its mention a lot on the reviews and instagram shows a lot food pics also. I really dont want to take them down, but I should, dont I? Its the right thing to do...

Thank you so much, all 🙂 

[Joe697]

@Linda108  Not the topic, but since you ask 😉  Im a team member with all acsess. Shouldt all listing come in my profile as well? The team member thing is so confusing for all of us. Loosing more control than be more effecient.