Guest left 18 days early - He said there was a "smell"

[Steve4500]

Hi, 

We have been hosting for over 4 years and have had very good reviews.

The guest that just departed booked for 30 days and is travelling the country.  We kept the communication going before and during, and despite him being very quiet and recluse, seemed to be going ok.  He even said this was his favorite AIRBNB yet, because of the remoteness.

We noticed that he left on Friday, and noted his car was gone all throughout the weekend.  And just figured he was exploring someplace else over the weekend.

Anyhow, today (Monday) he informed us that he left on Friday (at day #12 of 30) and does not plan on returning.  He said he is sensitive to smells, and it was bothering him.  It was just him and his dog.

I wrote back and asked if he could share specifically what kind of smell, and if he could tell where it was originating from.  No reply yet.

He did not contact us before leaving, asking us to remediate this.  I also asked him when I saw him on Friday how things are going, and he said "fine".

What is your thoughts?  I don't' believe we owe a refund, although I would not necessarily be against some pro-rated refund.  But being there for a month he already received a 50% discount.  So, at most, the refund would be maybe 1/4 of what he paid.

We have never seen this sort of guest behavior before.  Have you?  Any suggestions on refund yes/no?

thank you.

[Helen3]

Has he cancelled the booking? Have you asked the guest if you can go into the listing to check the smell he is claiming there is? 

i wouldn't refund in these circumstances without being able to verify there is an issue @Steve4500 

[Steve4500]

HI @Helen3, thanks for your response.  He has not cancelled the booking.  He stated however that he won't be back.  We did enter the home to check it, and we did not discern any smell at all. 

I need to look to see if there is a way on the platform for me to cancel the remaining days.  That is a task for today.

Thanks for your response Helen.

[Helen3]

Please familiarise yourself around how the Airbnb platform works . You can't cancel without penalties . 

if the guest wants to cancel he should do so. If not no reason for you to cancel you still get paid @Steve4500 

Look at the Airbnb Help website which has lots of FAqs 

[Paula]

Hello @Steve4500, 

Following Helen's advice, I’m sharing the Help Center link here, where you can find various articles related to this topic.

I hope this is helpful!.

[Greg2406]

@Steve4500 

The guest obviously did not bring this immediately to your attention.    Had they done so, either your or your representative could have gone to the property to investigate and resolve any issues.

On LTS, always ask the guest via the platforms message board and by text message, how are they doing?, is there anything we (Hosts) need to address?   Now you have a date and time stamp.  Next, either your or your rep needs to (in the lease) schedule a day and time to come by property to conduct 'maintenance and inspection'.   On a 30+ LTS, every 8 to 12 days is more than acceptable.  

Again, these individuals that conduct themselves in this manner should be reprimanded by ABB and no refund issued.