Access for repairs

[Helen516]

My guests have reported some issues including problems with the shower getting too hot anda loose drawer front.   My maintenance person has contacted them to fo round and try to fix them, but they won't allow access but they are still wanting a partial refund in respect of these items.   Di I have a right to insist on entry?

[Mike-And-Jane0]

@Helen516 I would say that you do not have a right to enter BUT equally if the guest is denying you entry to fix an issue then they have no right to a refund. It is sad that these petty items are causing guests to ask for money. I guess we have just been lucky with one guest having a flooded kitchen and giving us a 5* review and no suggestion of recompense.

How long till they leave?

[Helen744]

@Helen516 I am not sure why a shower getting too hot is anyones issue but the person taking the shower? as for a wobbly drawer front ? These people are having a lend of you. Send them a text message and via messaging and ask if everything is okay now as otherwise you can pop over. If they say yes its okay then thats your evidence to show Airbnb if they try for a later refund.Its also a good idea to have in your rules that guests have a working mobile phone and if guests do not reply to messages the host will need to come down and check . Always have the same messaging in the app....also reiterate that you are always available to assist..and they may ask you anything about the house at any time ... .H

[Fred13]

The guest contends the shower gets too hot and there is a loose drawer front but doesn't allow entry to fix either and yet asking for a refund. How tricky. File these under the 'hustler' types and they will have a tough time having any review they leave stick because they didn't allow the host even the opportunity to fix an issue.

[Ada-Luz0]

@Fred13 I'm new to hosting.  I recently had a horrible experience with a hustler.  How do I file 'hustler' types?

[Fred13]

@Ada-Luz0 Airbnb is slowly shifting towards holding guests more accountable that for too long they must have been thinking they can't do no wrong. Present your case well and they will seriously listen. Lousy guests are just as bad to the brand as lousy hosts.

[Debra300]

According to Airbnb's policy, a host may not re-enter a property entry during a stay unless it's for an objective emergency or with the guest's consent.  In your situation, I would inform the guest that you cannot determine if a refund is warranted and they may be held responsible for damages after checkout if they refuse to let the maintenance man attend to the reported issues.