Hello,
We have an elderly guest book a longterm stay for 72 nights then they want to start earlier on Nov 4, so adding additional 15 nights so they made a second booking.
After the first night she complained there were no flat sheet for her bed and the duvet had stains. The duvet was dry cleaned prior to her arrival and I am assuming those stains were from a dryer they look like burnt or because the duvet is so big must have touched something on its way out or whatever. Unfortunate, during our pre-unit inspection I have the cleaner do I did not see any stains so that's something we will do better on.
Nonetheless we replaced the duvet the same day we got the complaint and gave her a flat sheet.
Here's all the things we did for her.
- Here's the thing, this guest wanted to check the place before she arrived so we allowed her. She fully inspected the unit and told us she would bring her own bedsheets and comforters and even mattress pad. Great so we provided just the basic because we assumed she would remove them anyway.
- a month prior she requested a "soft" mattress - we bought a Brand New bed frame and mattress for her - she said the mattress wasn't soft enough.
- The unit is two bedrooms, but the listing she booked for was only for one. And we decided to give her the second bedroom, which has another bed thats a bit firmer, with its own bedding and duvet but basically she had choice between two beds.
- Giving her the second bedroom was also a discount of $800/month because we wanted to make sure she could have people over etc.
Yesterday, at 9pm, she filed a complaint to Airbnb without contact us - saying there wasn't adequate bedding, the bedding was dirty, the unit was dirty and that it smelled bad. I caught her on camera saying it smelled like fish.
She ended up cancelling the longterm stay and she didn't get a refund per the booking rules, she's trying to get a refund for the Nov 4 - Nov 19. We spent over $2,000 making the unit better for her per her requests.
I had my property manager go to the unit today and record a video and he did not smell anything, we also dropped brand new sheets and an Air Purifier - you know just in case.
For whatever reason she wants to get out of this booking and is making stuff up. We've never had anyone ever complain about enough bedding, or bedding being dirty or the unit being dirty.
How do I prove it doesn't smell? I have a pre-inspection video I tried sending to Airbnb but they said they can't view they said they would send me an email and I should attach but they haven't.
How is it fair she complain about dirtiness when she inspected the unit and THEN made the booking, so she saw the unit exactly how she would have gotten it and then made a booking.
She could see all the furniture, and she could smell the unit, not all of sudden the unit is dirty, has smells and furniture is dirty?
How is this remotely fair complaint - I assume she's going to send photos but Airbnb will never show me these photos and how do I she didn't fabricate them.
