Advice on responding to request for money back

[Tara330]

This is regarding a difficult guest we just had who stayed for a week.  As background, his wife booked the stay.  She has a few good reviews but from 2019.  He has 4 trips and zero reviews.  We're a hard won SuperHost and Guest Favourite.  Our place is a rustic cottage and coach house in the countryside on the lake.  

Long story short, I had two very uncomfortable phone conversations with the guest in which he was very aggressive and negative.  I could tell he was looking for things to complain about and setting the stage for a refund request.  I opened a case file # with CS and moved all communication to the app. 

I offered one night refund because they complained of an overpowering cleaning scent which I couldn't refute.  On the last day he sent a bunch of pictures of random insects, a spiderweb and bugs outside.  CS asked if I wanted to refund 30% of the effected nights and I declined.

Now he's requesting the remaining fees directly through the app.  I spoke to CS and they said declining would not effect our SH status.  But I'm wondering if I should let him know that I opened a case file on him and also mention that he left the place in a terrible state which meant more cleaning fees.  

The idea is to put him on notice that I know he's a scammer but not sure if I should just be neutral.  I'm concerned about a retaliatory review but not sure that either route will dissuade him if that's his plan.

I welcome any thoughts!

[Joan2709]

@Tara330 

I would not say anything to the guest about your conversations with Airbnb or that there will be addl cleaning fees required.

Gather all your evidence (photos/video/receipts). Wait until he writes a review FIRST. If he doesn't write a review, wait until just before the 14day cutoff (I'm talking minutes) and file your honest review and file your resolution claim. Be generic in your review, but be honest:

"Unfortunately, additional cleaning was required after this guest's stay. We cannot recommend to other Hosts and would not Host again."

The reason he probably has trips but no reviews is because the wife is probably booking for him (3rd party booking) and against Airbnb policy. That is a red flag. Trips with no reviews is a no go for us. It usually indicates the Host couldn't technically write a review as the wife booked, but he stayed, or the Host wanted to write a negative review, but for some reason felt they couldn't, so didn't write one at all.

[Tara330]

Thank you Joan - appreciate the response! 

It sounds like I can just decline his request for the funds and not respond to the specific complaints?  It would probably rile him up.  Most of his complaints were addressed through CS already.

[Joan2709]

@Tara330 

You are probably getting a negative review anyway, so no need to refund for ridiculous complaints. If there was a valid issue, I might offer a courtesy refund for that, but not refunding every night at 30%.

BTW, NEVER accept a 3rd party booking - even if wife booking for husband. It never ends well.

[Alex]

Hi @Tara330, 

I’m really sorry you had to go through this situation. After reading your conversation with Joan, how did everything turn out? Has there been any resolution? If you’d like to share an update or need any more support, we’re here for you!