Hi everyone,
I am hoping to get feedback and advice for an issue I am experiencing with a guest.
The guest arrived for their reservation of 5 people with 6 people. They somehow ended going through a secured gate and into my own personal basement apartment instead of the 2 bedroom airbnb rental on the main floor.
I received an angry message from the guest complaining that the apartment was not big enough for the 6 people. I immediately messaged her that she was in the wrong place. She then asked if they could use both apartments to which I said "no". Clearly, the guest had ignored all the regulations and information I sent to her prior to the arrival ( and everything is clearly outlined on the listing description). As the apartment (and small hot tub) can only host 5 people max because it is on a septic system and thefact that I was very concerned about the safety of my property at this point, I asked them to leave and in the thick of the stressful discussion I think I may have said I would look at a refund.
I told them to call airbnb and figure out alternative plans and then I called airbnb safety to register the intrusion into my apartment and the fact that more people were at the property than permitted.
The guest cancelled the reservation so I was unable to call them after that. I sent them a message that I was driving to the property immediately 2 hours away at 8pm at night. When I arrived, they had left.
The guest sent me numerous messages that night and the following day via airbnb demanding a refund. I didnt sleep all night because I felt unsafe in my own home ( it was too late to change the locks). I finally messaged saying that I would get back to her after inspecting both apartments to be sure nothing was taken or damaged. I also said I felt harassed after so many messages and for her to stop messaging. She messaged me again demanding the refund. I reported her for harassment.
I am under no obligation to refund her as my cancellation policy is strict. I have lost money driving 4 hours, plus one day of my own time, plus extra cleaning because they left dirt from boots in the house.
But now I have received an airbnb notice to review her and I assume she has recieved one for me. If I dont give her the refund she could ruin my superhost and 5 star rating ( for 12 years). I should review her so that other hosts dont have problems with her in the future but I am afraid of retaliation.
Should I refund her? Should I review her?
thanks for your thoughts
