unreasonable refund request

[Jessica48]

We setup strict cancellation policy. One of our guests checked in, and told us they feel sick and want to head back home 3 days earlier as booked, but they come back our area often. So my husband provide them credit which can be used next time when they booked our house in advance. But one week later, they sent us message and told us that they won't come back the area, and claim the refund, and threaten us a bad review if we didn't refund them. We don't want to lose around 100 dollars and pay the unreasonable earning tax just for that review. What should we do?

[Marit-Anne0]

Hopefully your communication is through the airbnb platform, threats and all ? Do not let them bully you, report them to airbnb.  Sickness is normally covered by travel insurance anyway. If they did not have one, too bad.  If they leave some sort of unreasonable review, answer that as factual as possible so that future guests can see that you are reasonable, but firm.  If the review is outside the guidelines, you can have it removed.  

If they had booked a non-refundable rate at a hotel, would they be refunded ? No ! 

[Jessica48]

Thanks for your response. We do communicate through airbnb platform.

[Ed-and-Hugh0]

Use the flag icon on the message to report any threats to Airbnb.

[Christian59]

Rude guest. Tell them that then you will leave a bad review about them and Warn other hosts. If they still place a review, deny it first if you can. State they did not stay there or cancelled and not entitled to leave a review. And if they still review you, first answer review and write what kind of guests they were, and then contact AirBnB and ask them to remove it.

[Sab-And-Vas0]

Christian, I believe threatening to write a bad review in exchange for a good review is against airbnb rules. The best step is to get ahead of the problem and contact airbnb right away.

[Donna15]

@Jessica48, contact AirBnB. The guest is threatening blackmail, and ABB doesn't tolerate it. 

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

Or use the Help icon at the top of the page. Determine what your question is, then hit Send. ABB will respond by email, to which you can reply.

You can also reach ABB by way of the telephone number at the bottom of the guest's reservation itinerary.