refund

[Ana208]

I recently had a very distressing experience. I rented my house for the weekend to a family of five, including a baby. I met the guests on site and showed them around, and they seemed very happy. I had put up a pack and play for their child. I told them to call me with any questions or if they needed anything, and left.

Two hours later, they sent an email saying there were "cleanliness issues" and had left.

The house was professionally cleaned and I have just had a brand new bathroom and new kitchen floor tiled. I was very concerned and headed back to the house. No sign of them. I emailed them and heard nothing back for several days, when they said there was a dead fly and they couldn't shut a window. They didn't even cancel the reservation, but are now requesting a full refund.

I have contacted airbnb and sent several photographs, which thankfully I had taken prior to check in.

I have hosted for 3 years and have never had anykind of experience like this. I would appreciate people's thoughts. The entire experience was very upsetting for me.

Thanks

[Taryn4]

We recently had guests who had a problem every night- after 10pm. We did our best to appease them and refunded them a night before we could check on house (and I guess it worked because they left us a great review) but they also trashed the place, smoked drugs inside (and left it all over the counters).  

If they didn't cancel, I wouldn't refund the money- or maybe just refund the cleaning fee (since you didn't actually have to clean up after them). They wouldn't get their money back if they just left a hotel and damanded back payment without any proper communication. It's our jobs to help keep people accountable for future hosts as well as for our own boundries. Communication is key. 

We're still dealing with AirBnB resolutions (3 phone calls, 3 emails and over a week later). Use an app on your phone to email/collect all your texts and print them out. Print out and store all documentation. AirBnB has been very thoughtful on the phone and has promised to take care of us but we've yet to see any action taken on their part. 

So sorry for your experience! We've been sweating it out and so worried about it but when you think of the larger implications of these bad guests taking advantage of other hosts, that's what helps us keep things in perspective. 

[Thais-And-Miguel0]

There are definitely scammers out there!

[Sandra126]

I see no reason to refund them, and they haven't even cancelled which means you can't take other bookings to replace them. One fly does not make cleanliness issues. You could have told them how to shut the window, had they asked.

[Dawn33]

Do not refund them and do not sway if they threaten with a bad review.

They sound like bullies. Let Airbnb take care of them and use only the message board for any contact with them. Keep all documentation for Airbnb case.

[Melanie58]

I would have never thought to take pictures of the room before each rental, but I guess that is probably a good idea - sorry you had such a bad experience!