Guest makes false claim to cancel after check-in

Answered!
Dawn598
Level 2
Washington, DC

Guest makes false claim to cancel after check-in

I had a 1 night stay last week. After check-in I get a call and message from the guest claiming that the house smells like mold and they could not spend the night. Myself, other guests, and my cleaner had just been at the property within the last few days, so I knew this was a strange. But being a new host and homeowner, I know anything is possible so my worry set in. Once I spoke to her on the phone, I apologize and told them they could cancel through the website before I knew that wasn't an option for 1 night stay. I realized that someone would have to call, so I suggested they call so they could explain what they were experiencing and I thought I would get penalized for canceling. She was not happy about that, so I agreed to call on their behalf. After waiting 45 minutes to speak to someone, I was able to cancel the reservation. The next day I go to the property, I live an hour and a half away,  and it smells like nothing. I checked the house top to bottom, inside the attic, behind the fridge, under the house, the air filters, and nothing smelled or looked like anything but normal.  I suspect there has to be another reason for them not wanting to stay.

My question is what do I do about the review. She has already left a review, so now I have to leave one. I was just going to write "Guest canceled because they claimed it smelled like mold. After having several people check out the property, no smell or mold was found." What do yall think?

Top Answer
Yadira22
Level 10
London, United Kingdom

@Dawn598 

How about 

 

Guest cancelled stay due to reporting an issue, after very careful inspection by several parties, upon their departure no issues were observed or found within the property. Thanks. 

 

Maybe add a bit about their communication style and observation of rules. 

 

There is no need to go into any of the specific issues they reported but maybe others may have a different approach. Thanks.  

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7 Replies 7
Yadira22
Level 10
London, United Kingdom

@Dawn598 

How about 

 

Guest cancelled stay due to reporting an issue, after very careful inspection by several parties, upon their departure no issues were observed or found within the property. Thanks. 

 

Maybe add a bit about their communication style and observation of rules. 

 

There is no need to go into any of the specific issues they reported but maybe others may have a different approach. Thanks.  

A guest  reported smoke smell at our Airbnb in the Caribbean and left early and now wishes to receive a refund credit for 4 - 5 nights.  The prior guest, also Airbnb, confirmed that they did not smoke.  My cleaning lady confirmed that there was no smoke smell and one of our friends and neighbors stopped in and also reported no cigarette smell anywhere in the house.  Airbnb asked if I would like to negotiate or go by their rules.  The problem is that I have 3 people vouching that there is no smoke smell in the house but Airbnb believes the renter.  They

asked us if we would like to go by their rules and we agreed, the problem is, we do not know their rules and can not find them anywhere.  Any suggestions?

Claire391
Level 2
Golden, Canada

Why do you feel you have to leave any review for them? If you don't review them, their review will not be posted. Problem solved.

Yadira22
Level 10
London, United Kingdom

@Claire391 their review will still be posted. 

 

 

You have 14 days after checkout to write a review for a trip. To encourage impartial and honest comments, reviews are posted only after both parties have completed their review, or when the 14-day review period has ended.

 

Source:  https://www.airbnb.co.uk/help/article/13/how-do-reviews-work-for-stays#:~:text=You%20have%2014%20day...

@Claire391  I don't know where hosts get this idea- all reviews are published, regardless of whether both parties submit them or not. See Yadira's post. 

 

Do you mind saying how you got the idea that if a host doesn't leave a review, the guest's won't appear? I'm just really curious, because I see hosts post this false notion quite often, even those who have been hosting for awhile. It's like some urban myth that takes on a life of its own.

 

Nanxing0
Level 10
Haverford, PA

I have experienced extremely sensitive guests before so I have to say people have different standards on the same thing. You might not sense anything but an extremely sensitive guest might find it intolerable so it's not surprising to me at all. One typical example I have experienced a lot is that my listings are in central city where there's some noise even if during midnight and any people live in the city would not bother at all however some guests from extremely quiet suburbs find it too difficult to go to sleep.

 

Regarding this, I've seen hosts write review in a polite way but states that the guest is very sensitive to such things (mold smell in your case) so to let future hosts aware. Do mention that all 3 of you didn't notice any mold smell while the guest found it intolerable. It might not be anyone's fault though. Rare case it might be  a scam that the guest changed their schedule upon arrival and then tried to use such excuse to get refund, but I don't think it's likely. 

Sheema0
Level 2
Srinagar

All hosts, beware of these Airbnb scammers, they would stay at your place, enjoy the complete stay, and after check out, they would file for refund, they would leave nasty comments and then threaten you for money, please spread this msg, i have all proof of their doings, They book by the name Sagarika from Mumbai, India, save yourselves and do not entertain them.