Guest asking for a refund - what should I do?

[Alice1388]

I had a family with two little babies, they said my place doesn’t have hot water since Friday the first day they stay , but they did not report the problem until Sunday the last night they stayed. And they ask full refund for it . my room is Down the basement, we are living in this house too but we don’t have this issue! What you will do ? I only worry they will give me bad reviews 

[Mike-And-Jane0]

@Alice1388 whatever you do they will give you a bad review I am afraid. To not report lack of hot water is ridiculous. I would say sorry but no as you didn't give us a chance to fix it and it actually was working fine for us.

[Lorna170]

@Alice1388  Obviously a bottom feeder who is gaming the system.  I am so sorry that this is happening to you but refuse to give a refund and do not communicate further.  If they call AirBnB on you, and AirBnB calls you, you can tell CS that you live there (SHARED) and had hot water.  CS may give them a refund because CS has become a "refund first, find out the truth later" operation but stand your ground the best you can.

Again, so sorry that you had this type of guest.

[Jenny]

Hi @Alice1388 

Sorry to hear about this.

Did they give you a chance to check their hot water wasn't working, after reporting it to you?

Thanks to @Lorna170 and @Mike-And-Jane0 for providing support and advice here.

Jenny

[Helen3]

Hello @Alice1388 

I presume when you checked the listing it does have hot water?

In that case I would message the guest and say you are sorry to hear they had issues with hot water but surprised that if this had been an issue since their check in that they didn't say anything until they were due to check out, thus not giving you an opportunity to try and fix any issue.

You can also confirm that you also live on the premises and on checking the listing when they left there was no issues with the hot water.

Do make sure you leave an honest review to warn future hosts and also to put any review they leave in context.

Absolute no to a refund.