Devastating start !

[Toria2723]

Morning!

I opened my wee property for the first time under AirB&B last week.
The couple had booked for five days. It was really exciting for us because we love our very basic property. 

But they had left fairly immediately the next day. Mentioned about the neighbours banging- screaming-that went on for hours.  
I have had to provide them the full refund. I thought it was the right thing to do.   

However

i am starting to think - is that really so?

the young couple has a toddler and the mother is pregnant- I had never heard such thing since they have moved in. 

It was difficult to judge and it was difficult for me to go to the neighbour and ask what had happened that early hours of the morning? 

I decided not to ask.  

but it had left me uncertainty for the next guest…… 

Should I wait and see ?

or

Should I warn them? 

[Guy991]

Good morning, @Toria2723 

I think you did the right thing by giving a full refund. Some guests do invent issues to secure a refund, unaware or indifferent to the fact that this could risk getting the host’s listing suspended! By issuing a refund immediately, you’ve protected yourself from any escalation, especially as you’ve just started.

Your question is a tricky one, but I’d suggest giving it another go to see if noise is truly an issue.

Also, since your listing states it's not suitable for children (2-12 years), it’s surprising they booked with a toddler, and that this was accepted. While the stairs are mentioned in the description, it’s important to add it under Safety and property info:  Guests must climb stairs. And also mark it as not suitable for children under 2 years old.

At the end of the day, there were three people in the unit, and it was probably a bit tight for them.

Hopefully, your next guest won’t have any issues with the stairs and may be less sensitive to noise.

While I don’t have a definite answer for you, I hope these points are helpful. Maybe others can offer additional insights too!

Off-topic: Is there a dining table in this unit?

[Helen3]

Hi @Toria2723 

what a horrible thing to happen with your first booking 

I wonder why you accepted a booking from a couple where the woman is pregnant and they also have a toddler when your listing says it's for one possibly two people ? Particularly when you say your property isn't suitable for children.

How was the couple able to book for three people - your listing should be set for a maximum of two ? 

as you live on the premises it's surprising the guests didn't contact you and that you didn't hear the noise if banging and screaming was going on for hours.

there is no way I would have considered a refund in those circumstances but I'm not a new host .

why not sleep in the accommodation and see what noise you can hear.

you absolutely  didn't have to refund them they could have been lying

if you know your neighbours have a chat with them and check in to see if they are okay . 

[Kia272]

@Helen3  I think she means that the neighbors are the ones with the young toddler and the mother pregnant, although it's kind of unclear. But I think that's the case. 

[Greg2406]

@Toria2723 

Sorry to hear about your cancellation.   Did the Guests record any such disturbances on their cell phones?   If there is a noise complaint from outside of your unit, surely they would have to substantiate this claim in one manner or another in order to justify a refund.   As you say, the guests state that the noise went on for hours,...and nothing to prove for it, hum.  Doesn't sound right. 

Put in your HR's that 'any and all issues' must be brought immediately to the Hosts attention [no matter what time of night or day] in both the platforms message board as well as by Text msg and/or phone calls.  

Every Guest's cell numbers that you host should be saved under your 'favorites' so that it will bypass most phones do not disturb settings.  Also, make sure that if you forget to add them to your favorites, you mention in the HR's that they are to send two, back to back messages or calls, and that usually bypasses your phones DND.

Again, sorry that you had issues.  

[Paula]

Hello @Toria2723, I’m very sorry about this situation.

Our experienced hosts have come to share their opinions and suggestions. Have you had a chance to read their comments?

We would love to hear your thoughts.

Regards,