refund and bad review

[Marcia102]

I have some guests who just checked in last night.  My pictures are current for everything in the apartment.  In fact, I have even made some upgrades.  So this morning, I sent them a text message at 0800 making sure they got in okay, etc.  No response.  I then gave them some more time and called them at 1100.  I received a text message back stating that they had just woken up.

Then I checked my email and found an email along with a voicemail from customer service stating that there were some issues with the apartment.  I called CS back and what they told me was that the guest had said there were bugs in the apartment and it was disgusting.

The apartment was vacant for one week, and I spent that entire week cleaning and updating.  All the floors were washed, the bathtube was cleaned, carpeted floors were vacuumed, etc.  This person has had this reservation in for about 3 months now, and he is now askiing for a refund.  He was supposed to stay for one month.  Because he has had the reservation in for a few months, those dates have been reserved for him and I have not been able to book anyone else.

Any suggestions?

[Linda108]

@Marcia102  Can you get to the apartment to view what if anything needs to be done?  If not, then do nothing but message the guest that if they do not want to stay in the apartment, they will have to go to Air BNB to cancel.  Be sure to include some solution to their complaints if they choose to stay.  That way you are sympathetic to their complaint, but you are not being bullied into a refund.

[Marcia102]

The message I received was that they already checked out.  I had cleaned the place myself from top to bottom and made sure everything was in order prior to them coming.  If there was a stray bug, perhaps I missed it but they didn't let me know.

[Linda108]

@Marcia102  I see that this is the second guest in the last couple of months that is complaining about your listings, different issues, but still resulting in wanting to leave early.  Is it possible for you to meet and orient your guests?  I think you will avoid some of these issues if do can.  Just a thought

[Marcia102]

Thanks for your feedback, Linda.  In both instances, I was working until 7:30 p.m. and the last couple who complained came in about 7:00 p.m.  So rather than have them wait, I left the door unlocked for them.  In this instance, I again left the door unlocked and they told me that they were coming in during my work hours, when  in fact, they got delayed with their flights and didn't get in until 11:00 p.m.  Yes, I could have met them at that time.  However, I feel it is unfeasible to do so.  Again, I had just been in the apartment the day before they arrived to make sure everything is in order, clean, etc.  I even upgraded some furniture.  I will agree that the apartment is dated, but the pictures I have posted are current to the furnishings, decor, etc so that there aren't any surprises.  I have cleaned the slats in the blinds.  I have completedly cleaned the kitchen and bathroom, making sure to get the corners, etc.  I ahve a cultured marble tub surround over the bathtub (not a cheap plastic thing).  Sometimes I think that people equate new with clean.  To completely rehab this apartment would run me around $5000, but then someone may still complain about something, and then I would have to raise my rates.  Any other suggestions.  It is very frustrating for me.  I do have a travel nurse staying in the upper unit, and she read the negative review from the previous guest and felt that she did some exaggerating.

[Marcia102]

I just had a couple stay one week prior to these guests, and they gave me a 4-star review and stated they would stay again.

[Helga0]

@Marcia102, your place is not very fancy looking on the pictures and if the price is appropriate and if it was cleaned, it's not disgusting. It's clear you did not stage the place for the photographer - you should a bit 😉

i would check how they left it and take pictures. If you have taken pictures before they arrived even better. Then I would answer to customer service that the place was clean and there are no bugs justifying toleave the place. "Bugs" is not very specific: what kind of bug did they see? Did they capture it, take a photo, where you can be sure that the bug is in there? 

If so, check the spot for an infestation. 

Some people get hysteric over spiders or ants. 

Then write to the guest, that you regret that they did not enjoy their stay. As the price and the pictures correspond to your offer, you are not sure, what they expected, but you understand that they moved out. They need to cancel, to allow you to rebook the place. If you are able to rebook, you offer to refund rebboked days minus a fee for cleaning(s) and handling(s) and reductions. To accommodate them, you may make special offers, to get it rebooked faster. 

Stay vague in that, but show your good will. 

You will let them know at the end of their planned stay, how it went. 

I never refund on made up charges and the rebooked days only to nice guests. So don't commit yourself 100 %, friendly, zealous to please but vague. 

You can mix in also a statement that you as a nurse abhor bugs and clean like you are used from your hospital environment and you can't imagine how there could be a bug. And which species was it?

good luck

[Helga0]

You are right, some people equate old with not clean. With the old floor I got lower stars on that. Then I laid a new floor, the ordered model was not delivered and I had to take another. With a printed pattern of wood, including irregularities and spots. Even those painted spots are rated down by some guests 😉

[Marcia102]

Okay.  So I just heard back from him and he had numerous complaints.  Here is what they were

1)  dirty, 70s carpet in the living room

2)  dirty and dated toilet seat  (no, it isn't top of the line, but it is a fairly new toilet and toilet seat together)

3) malfunctioning bathroom sink drain (yes, I know it needs some attention)

4)  a previous tenant had used some paper on some blinds I had on a window where one of the slats had broken off.  The piece is literally  2" x 1" on the end of one of the slats).  He complained about that.  I haven't changed it because it looks better than having the broken piece on there.

5)  He said there was a bug in the bed they were sleeping in.  The sheets were freshly washed.  There is a mattress cover on the mattress.

6)  He stated the kitchen floor and cabinets were dirty (which I just cleaned)  Again.  I believe he is equating dated with clean.

[Helga0]

Looks like they should never book an old apartment. Either neurotic about his environmet or he collected that list to fight for a refund.

what's the status on that: did they cancel or just leave? Did airbnb cancel after they left?

is a refund request pending in the resolution center or via their call to airbnb? In that case, you have either a direct mail from airbnb or an open file in the resolution center.

you need to answer that. To both or to airbnb alone, if the communication with the guest is at insult stafe. 

Very matter of fact: the place is not new, floors and furniture may have stains or show some signs of wear but are in correct shape. Some furniture is rather new. The place was cleaned toroughly and maintainance work was done and is done regularly. The sheets were freshly washed, you made the bed yourself - being a nurse, you apply professional standards to that - and there was no bug in the bed, when you left. 

It's clear that no place that is not completely new could ever satisfy X,but your pictures are not misleading and show the place how it is. Looking at the pictures it is impossible to take it for a new apartment. 

I would call the customer service as well: it's a fight about credibility and if you stay calm, very professional, a bit surprised what's happening here and joking with the CS staff, you win that fight. 

Seeing the list, I suppose the communication is no longer pleasant. In this case and if resolution is already involved, I would not refund a cent. But avoid to make any suggestions what airbnb should or should not give them - that's their decision. As long as it does not come out of your pocket, it's up to them, if they use insurance or a discretionary fund for that. Just stick to your position: the place was as described and cleaned before arrival, you do not wish to refund. If it's in litigation and gets nadty, they cannot review. Aurbnb can block that. 

[MicheleandLouw0]

@Marcia102I'm sorry you had this horrible experience. It seems that these people just chose something very unsuitable to them without checking out your listing properly beforehand- nothing new here hey?

Looking at your pictures though I think you need to replace those of the kitchen area. There are dishes on the drying rack or sink. And  also other ites on the kitchen counters. Put everything neatly away and take new pictures.

And don't let this bad experience break you hosting spirit!

Greetings from Africa! Michele

[Marcia102]

Thank you for  your feedback.  I am going to be changing some things.  But for the mean time, what is your opinion--refund or no refund?  Thanks

[Annette33]

@Marcia102,  yes, these days guests can be rather picky, and they simply shouldn't choose your place if the furnishings and the upstairs renter bother them. but you can do a lot to improve your listing and thus get better reviews. even a 4 star review is pretty "bad" on Airbnb.
So here are a few ideas on what you can (and need to) do to create a better image for your place, thus reduce the dissatisfaction coming your way.
1.) once you have an upstairs renter, consider snoozing the downstairs place, or vice versa: seems like the noise from upstairs , or the other renters, will be a recurring issue. Better have one happy renter with a good review, then 2 unhappy ones.
2.) your second listing, (the upstairs one?) where you say it is similar to the first one but you don't have pictures yet, is really too incomplete to even list it that way. I remember it is the same as you had it last year, so you haven't changed it a bit since then. not a good impression at all, I would probably delete it all together, at least snooze it, update it, then repost.
3.) the downstairs listing needs a complete new set of pictures: except for the outside shot, they all look rather drab, you repeat several, and showing the kitchen in such a messy state, sparse bedrooms with no shade over a lamp on the nightstand, etc - it all is not inviting... and perhaps that is how you actually attract difficult people who already have an eye on complaining and asking for a refund. So, put some effort into new pictures, a few hours on doing that and reorganizing your listing will do wonders!
4. But before you take new pictures, it would be wise to truly change a few things. Someone in Dec. 2015 already complained about pots and pans lacking, the same complaint you got again in April 2017. If you are aware of drainage issues in the bathroom, you need to do something about that immediately, not let it slide! Clean up the kitchen, take off all the stuff on the counters, on top of the fridge. Throw stuff out! All that can be done in a long day's work.
5. Perhaps make or get some new curtains, have fresh new bedspreads, add some color. Put up some fun, contemporary pictures, perhaps posters - all that does wonders to create an inviting atmosphere. It will not cost you $5000! Look at my listing, I hardly put any money into it but created a fresh, pleasant environment with what I had. Go to some garage sales, get some cute stuff, make it into a fun project for yourself - great reviews will be your reward.
6. Good luck to you, I am confident that with some effort you can turn it all around. I wish you only the best and happy hosting with satisfied customers.

[Marcia102]

Thank you, Annette for your information.

I couple things I need to mention, is that I have made some changes.  Yes, the  very first person who rented made mention about the pots and pans.  Prior to her even coming in, I told her I was just getting this up and running and what things I would have in there.  After that review, I did add more pots and pans.   Then I had the second complaint about the pots and pans (even thugh I added much more).   

I'll have to check out my second listing.  Because to my knowledge I do have photos of everything.    I'm not sure what picture you are seeing with a lamp without a shade.  I would never leave it like that.  I have added fresh new bedspreads.  And I am still receiving complaints.  Actually, the last one was not from airbnb, it was from HOmeaway.  But still, nontheless.  However, I do agree with you on finding stuff, (and I do that), but that won't prevent someone from complaining about  a dirty, old toilet seat (when it is less than 5 years old and isn't dirty and old at all)

[Annette33]

Hi @Marcia102 again - we all just want you to get great guests and great reviews! Beyond some guests just being picky it seems a regular occurence that you get not so good  reviews and continued criticism from guests. All you can do is look at what YOU can change - and that is where I jumped in. You sound like such a lovely person, I sense you really want to do well , and I just want to help you get there by making some changes that would make your listing so much better, without spending much money.

about the pics: Glad you took out the bedroom picture which @Linda108 also saw, it helps already, especially as it was  a repeat of the bedroom picture 14 which you left in, it just had a different bedspread. Talking about repeats, still, in the downstairs apartment, pictures 3 and 5 are showing the same thing, 3 is fuzzy and has different stuff on the counters, but it doesn't show anything different than picture 5. Same for  pics 9 and 11, 9 is dark, 11 is much better. 12 and 13 are exactly the same. I am an artist/designer, so I see that kinda thing and just wish I could pop over and help you rearrange a few things, like bringing in some color and brightness.

Your house seems to have a lovely setting and the outside shot is so inviting.  All my best to you !