At the end of January, our cleaner found our dishwasher leaking water from the bottom seal that appeared to be partially ripped off. In the week following we attempted to locate the seal that was needed and appeared to be an easy fix. The easy fix not so easy. None of the plumbers, repair shops or dealers we contacted within the area of our vacation home and within the area of our residence, 2 hours south of the vacation home were able to get the seal. I finally located one online. By the time I placed the order I received the request for a 1 month stay February into March. Since the part was ordered and it appeared that it was a quick 5 minute fix, I did not mention to the booking guest that the dishwasher was not in operation at that time. I fully expected we would have the dishwasher part installed prior to the guest arrival. When we were nearing a week prior to the monthly guest arrival, receiving other parts (to have on hand) arrived but the seal was apparently on order with an expected shipping within 7-10 days. By this point I notified the guest 3-4 days before the arrival of the situation. I did not receive a reply regarding the non working dishwasher. The day of the guest, boyfriend and another couple's arrival as I always do, messaged to let them know of last minute details and asked for a reply so I would know they arrived from D.C. to Maine. A couple hours after the check-in time I received a message that the toilet seat was broken. I replied letting her know that I did the cleaning. The toilet seat was not broken when I left but if indeed it was I asked that she send me a picture. I would have my husband purchase a new one and arrange a time to install it. There was another bathroom for them to use if this toilet was not usable. At that point she let me know, "Maybe it was just a crack or scratch". The last message I sent regarding the dishwasher I indicated that I would let her know as soon as the part came in to arrange for my husband to install it. Maybe close to a week later and no update from the company, she inquired about the status. I attempted to follow up with the company over a 3 day period. Due to COVID the company was not taking calls. Instructions were provided to check the status on their website. The website could not locate the order number I provided. I was able to find an email address. Thankfully using PayPal I had a back up method to file a complaint. Once I requested an update within 48 hours or I would file a complaint with PayPal Resolution, I received an email immediately that the order had shipped via FEDEX only to find out that FedEx deliveries would be delayed due to bad weather across the nation. I sent a screen shot to the guest to provide proof we were making every effort to get the dishwasher up and running as soon as we could but that it was also not in our control. After notification that the part would be delay further we looked into purchasing a new dishwasher. This would be an order as well with up to 2 week delivery to our residence then have to trailer it 2 hours north. Both of the only 2 plumbers in the 7 town region would not have been available to install a new one prior to the guests departure. When we were down to the last 2 weeks of the guest's stay she began requesting a partial refund. She was completely irate that she had to wash dishes from 3 meals per day plus snacks. Considering that this guest was provided a 2400 sq. ft. home, 3 bedrooms, 2 baths, a full tank of heating oil, 1/2 cord of wood to burn in the fireplace, all utilities provided (DirecTV, Wi-Fi and electricity) as well as fully stocked linens and paper products to carry them 1-1 1/2 weeks on top of having given a 47% discount for booking a monthly stay, we decided that another 5% of the already reduced nightly rate would be fair. This came out to $140. This was not acceptable to this guest. She continued to carry on about having to wash her own dishes. She demanded 15% off her total stay after all charges including Airbnb's Guest Service Fee and Lodging Taxes. I tried to explain to her that the Guest Service Fee is not on my end, I had no control over this. Further more this would have put the guest after a one month stay only having paid $60 per night. The guest was provided our Rental Agreement outlining our rental and house rules and expectations. 2 weeks into the stay, she called to indicate that the trash had not been picked up. At this point there would have been 2 pick ups. Trash pick up is also paid for but us, they only needed to put it out at the end of the driveway at a specified time. She never indicated that the trash service did not show either week until after a conversation my husband had with her and after I emailed the section of the Rental Agreement with the trash instructions. We ended up making arrangements for our plow guy to take the 2 trash cans full of trash, again, plowing and this was at our expense. I felt that this was an over the top "demand" on her part. I consulted with other hosts in the region. All provided feed back, considering everything that that I provided for their stay on top of the 47% monthly discount, they would not have given her anything for a refund, never mind the $573 she was demanding.
Airbnb has not been any help in the last few months. I did not contact them on this for that reason. I went ahead and did the post stay cleaning which by the looks of the house, appeared that she decided that she would not maintain the house since I would not commit to the refund she was demanding prior to her departure. What I offered was that I would take her request into consideration. Hosts have 14 days post stay to file any security deposit claims. If all was good with the house I would release the hold on the security deposit claim but that it needed to wait until after the cleaning.
Post stay cleaning...counters and table were left with sticky smears from one end to the other. Food all over the kitchen floor. The bathroom sinks and toilets were so dirty I had to scrub them, applying disinfecting cleaner multiple times. I could go on. Bottom line she either isn't use to cleaning her own house or decided she would not do anything since I would not agree to her demands.
I ended up doing just as I said. I outlined the extra cleaning, providing pictures and then agreed to provide the original amount I offered her for a partial refund. I left a neutral review then sent the partial refund. She turned around and contacted Airbnb. I suspect that as was the case on 2 other occasions, support makes a decision that does not match the case evidence, because they do not read the string of messages or do not understand the logistics of our regions in the Northern Maine Woods, not too far from the Canadian border. It is a region with limited services, contractors and stores. It is a very rustic community with many places not having the amenities that we provide. Airbnb support sent a message that I should send the guest the refund she is requesting. Anyone have a similar issues????
Please help provide suggestions and feedback.
