Guest Demanding a Refund

[Samia85]

https://www.airbnb.com/rooms/52221006

I am a relatively new host, but have achieved Superhost status, and have had only one 4-star review to 26, 5-star reviews, and have had nothing but positive feedback. A guest made a last-minute booking for two days today-- Saturday and Sunday nights, and just sent me a message that he was not comfortable. 

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My listing is in a remote ravine, and it is clear from the listing photos that there are no curtains on the view-facing windows (by design and there is complete privacy). No one has ever had issue with the furniture comfort (almost everything brand new) or size and placement of the TV (which he could move if he chose).

As you can see he is asking for a refund for tomorrow. It is highly unlikely I will be able to re-rent the room, and I have already told my cleaner that I would not need her until Monday.

I do feel his demand for a refund is unjustified. He is surely to leave me a poor review regardless of what I do. I feel a bit cornered. 

Any advice?

https://www.airbnb.com/rooms/52221006

**[Private conversation removed in line with the Community Center Guidelines]

[Lorna170]

@Samia85   Just chiming in... it is very obvious that you do not have curtains or window coverings, so I would not rent your place.  I am a person who wants to pull the curtains closed for coziness and cuddle up in bed...even if the only thing that could see me when the curtains are open is a bird.  The guest was wrong and/or possibly deceitful.

[Laura2592]

@Samia85 we have had this debate for ages.

Our main living space is quite dark naturally being surrounded by shade and having 18 inch thick stone walls with very deep window wells. When we began, we did not have curtains in order to keep the place as bright as possible. Neighbors cannot see into our space when indoors due to the angle of their home (and I have gone over there and tested this.) The bedroom and bathrooms have curtains or coverings. 

Our older guests complained about the lack of curtains. It was exclusively older guests in our case. The younger guests asked for additional lights in the main space. We generally make no changes until we have a critical mass (3 or more) of the same feedback. So after about a year and a half hosting and 3 of the same suggestions we decided to put up some cafe rods in the main living/kitchen area with vintage lace curtains. That way we still get light. 

Since doing so we occasionally have guests who open all the curtains who try to get more light, and one recent elderly gentleman who hung sheets over the windows in order to obscure any view. I say do what you want to with your listing. You can't please everyone. I personally would never even register if a listing had curtains or not. I certainly would not expect a refund for a window treatment or lack thereof!

[Samia85]

@Laura2592  Thanks for the feedback. I shall use your critical mass test before spending to install curtains. 🙂 

[Sarah977]

@Samia85   I wouldn't stay in a place without blinds or curtains in the bedroom and it has nothing to do with privacy. I am not interested in the view at  6:30 am. I am interested in sleeping at that time and I couldn't do that with light streaming in the windows.