Cancellation dilemma

[Monica1700]

My guest booked for a month and upon arrival she pulled out all of my furniture and found a couple of dead bugs. She stayed the night got my house dirty with pet hair and left the next morning, leaving my door unlocked as well. She said my my ac which is brand new made her break out in hives then stated that her animals were locked in the bathroom all night because of the dust under the bed. She found a dead palmetto and house fly. She wants a full refund. I don’t think this is fair. It’s been a week and I still can’t clear out my calendar to make other bookings. She stated she would give me a bad review if I didn’t give her a full refund. She won’t cancel the reservation on her end. What can I do?

[Mike-And-Jane0]

@Monica1700 

Firstly you SHOULD be able to delete her review as she has (stupidly) tried to extort a refund from you (see Airbnb review rules) I hope her threat was on an Airbnb message but if it was verbal I suggest you go back to her on the platform and say something like 'I am disappointed that you threatened me with a bad review unless I refunded your booking. I am unwilling to refund as you did not allow me to correct the perceived deficiencies'

Secondly She should not get refunded by Airbnb as she didn't give you the chance to correct the issue

Finally - Airbnb often side with the guest so all the above advice might be useless - Sorry

[Emiel1]

@Monica1700 

As it is a "long term stay" guest can not cancel without losing money for 30 nights stay (or the days remaining, if less). You can opt for shorten the reservation (via "change"option). Change will be sent to her for acceptance. Maybe best solution, no penalties for you if you cancel, no money lost for her, calender is cleared.and no need to involve Airbnb.

Pleasse note: threatening you to give a bad review is a severe violation of Airbnb terms.

If it is documented in the Airbnb message system, you have an option to fight such a review.

Best regards,

Emiel

[Laura2592]

@Monica1700 the sad fact is that these sorts of guests target new hosts. When you first start out its always better to limit your stays to shorter duration for two reasons: it helps you build up your reviews and it makes it easier if you do run across a poor guest.  So you might want to rethink that. You should also be mindful of the tenancy laws in your area. In many states a guest becomes a tenant after 28 to 30 days. That is a whole 'nuther issue. 

I would send the change request to the guest with the following message:

"As we discussed,  here is the cancellation option for the remainder of your stay. I am sorry that my space was not a fit for you. I have let Airbnb know that you will be leaving early. Also, I am happy to resolve this as you requested, but bear in mind that your mention of leaving a poor review unless I comply with your wishes is a violation of the Airbnb Terms of Use.  I wish you well and hope you find a great place that works for your needs."

[Matt682]

@Monica1700  I usually offer the guests a refund if they cancel _and_ I’m able to re-book. Gets them out, gets the place rebooked, and it deters a negative review from them either because they get their refund, or because they won’t leave a bad one until after they get their payout.