About guests cancellelation just arrived

[Elena4989]

Hi, I'm Nena.
I just had a situation with a guest.
Upon arriving home, an hour later, she canceled her stay.
Her argument was that she found clothes in the closets and dresser.
The closets are large enough, so one side of each closet is completely available to my guests, and the top of each dresser is also available to them.
The maximum stay is 7 nights; I don't have my Airbnb application for long-term stays.
Airbnb decided to refund her money, requesting my authorization to refund 30% to 50%.
Which seemed unfair to me, as I considered it an unjustified reason for her cancellation.
Not only that, but my Airbnb score also dropped drastically.

Can someone point me to where I went wrong?
I'd be happy to hear your feedback.

[Kitty-and-Creek0]

@Elena4989 

So glad you brought this up. It does not say in your listing that this is a home share, it seems to be a private apartment. It would seem that if you are using guest closet and dresser space for storage, that you might consider saying so in the listing, or find your storage space elsewhere. The guest was likely confused to find clothes in her space, and could have considered it leftover from the last guest, thus in her mind, a potential cleaning issue. She may also have an issue with sharing a closet, a personal choice, and a surprise to discover the undisclosed share. I may have missed something when reading the listing, however, so may a guest. 

[Basha0]

Store your personal belongings and clothes in a locked space elsewhere, you may not be aware, but besides the visual of your clothes, there is also an oder that you are not aware of. Gross 

[Helen3]

Do you say in your listing description that your belongings  are in the closet and dresser ? And that guests can put their belongings can be put in one side of the closet/top of the dresser @Elena4989 

If so there is no reason for a refund .

[An15]

@Elena4989 

Sad to hear that she cancelled the stay. A good communication would have ease that matter to removal of personal belongings in case if you have missed out to take it out. Its always good to keep personal belongings out of their sight and have the freedom of privacy for any guests. I have read in an Airbnb article some years back about what you should keep and not keep in a guest room.

Better next time !