I had a really stressful situation on Monday, I am very upset how I was treated by both a guest and Airbnb support. I feel hopeless and deflated.
Guest booked 5 night stay starting last Monday, in her first message guest wrote they will check-in at 8pm. On Monday morning I wanted to confirm, it was holiday so I messaged the guest saying I am planning to be away till afternoon in case she wanted to come earlier. Guest confirmed with a smiley emoji she will check in at 8pm.
An hour later guest messaged to ask if she can cancel and get a full refund because she is staying with friends. I was away so didn't see this message. Guest gets upset I didn't reply, sent a bunch of other messages threatening that she will either complain to airbnb for bad treating, or she will come and "we will not be nice to each other". Around 4.30pm guest sent an official request for a refund ( not cancellation ). The booking is still active.
I come back home , read all messages around 4.45pm. I am unsure of what to do, I want to refund the guest minus £10 because I specifically changed my holiday plans to do a check in. But I am unsure if guest gets angry for not receiving full amount ? The booking is not cancelled, guest can show up if I don't refund full amount.
I decide to ask the Airbnb for help. Finally at 11pm someone calls me , I explain the whole situation but I don't think they understand fully. They say they can cancel on my behalf with a penalty of £120. I am saying I am not the one who wants to cancel, but after guest intimidates me I am happy to refund minus one night because I am afraid to have this guest in my home now. They said they will check and get back to me. I ask them to send me a message as I am in bed now . The next day I see a cancellation on my behalf with a penalty £96.
I am distressed, make many calls to Airbnb , always the same conversation that someone will get back to me. Airbnb support messages back that guest wanted to cancel because I wasn't going to be at home when she arrives. Not true, completely different situation.
I feel totally misunderstood and I can't even explain the situation because Airbnb doesn't listen. I've been a host for 8 years, always going above and beyond to accommodate guests. Helping to move their belongings when they were moving to a permanent accommodation, charging very little per night so Erasmus students had affordable place to stay in the city. The guest has been a member of Airbnb for 6 months, booked a room with strict cancellation policy, intimidates me, gets full refund. I honestly don't feel like hosting ever again.
