Guest complaint

[Michael8624]

A new guest of mine checked in and messaged  me maybe 20min after checkin that there is noise from a renovation and that he is cancelling his stay and cancelled it immediately even before me being able to respond. 
i have been booked for 5months straight and not once has this been mentioned to me. I have a 5 star rating and I am a super host.
Reservation was for 37 days as I do 28 night minimum stay. He asked me for a full refund. 

any advice on how to deal with that?

thank you!

[Kitty-and-Creek0]

@Michael8624 

What would I do? I'd just let him go. Accept cancellation and give full refund. Anything else would not be worth the hassle for me, and I'd not want my guest to be miserable or staying against his will. We call it "cut bait" in these parts. 

What did you decide?

[Michael8624]

I haven’t decided yet, he cancelled the reservation himself 20min Into it and left immediately. And technically the reservation is not refundable. Also need to send cleaning staff to see if unit needs anything done to it

[Helen3]

Is there renovation work nearby which started recently that would impact on the guests enjoyment of the property @Michael8624 

if not sounds likely they are trying to get out of the long stay cancellation policy

[Lorina14]

@Michael8624,

I would refund the guest completely or at least keep the first day and refund the rest. It may not be worth haggling over it even if you are in the right. I mean there is the saying do you want to be right or do you want to be happy? 

The worst thing that could happen is they lie, and/or report a safety issue then your listing gets suspended while they investigate (which could take weeks) with no updates on status (and communication only via email with the safety team). Even if you do “win” and get the funds (because you had a non refundable policy), and get your listing reinstated because it was false accusations, you will lose time (and potential income) for the safety team to investigate. 

It really isn’t worth the headache. Don’t waste your time with this issue, move on, and hope someone honest, kind and easier books your space. 

Let us know how it goes either way…

[Jennifer1897]

@Michael8624 

A few questions I would ask

-Is the complaint valid? Did the guest provide information about the disruption or are you/your staff able to verify that there is work being done in the general vicinity of your unit? And what type of work?

I ask this because there is a difference between a minor and brief disruption and ongoing disruptions. I had a guest once bring forth that the neighbor was being loud at a property. Come to find out he was putting together some patio furniture outside and utilizing a drill. The noise lasted a little under 2 hrs., however he was requesting compensation or a discount for this. However, on another occasion they were repaving a road near the home and this caused noise between 8-4 daily, which I would consider a valid disruption. 

If the complaint is valid, I would refund him. Although I know we can't be privy to all our neighbors' noises, if major construction or noise causing renovations are going on that affect your unit, that should be disclosed to guests moving forward and until the work is completed. 

In the event there appears to be no disruptions, you will have to work with Airbnb support to prove his reason for vacating invalid., as I am sure he will also be in contact with them for a refund.