Hi guys I wonder if someone could help please. I am in the middle of a difficult booking.
I have a guest who booked for 4 weeks. I was there are the beginning to greet them in person. They seemed very pleasant and amenable. I always explain to my guests that if they have any issues, they can contact me and I will resolve asap. ( I am Superhost , for many years - and always have good communication with my guests)
As I wasn't present, after a couple of weeks I messaged them via Airbnb App to see how they were getting on. Previous to that , I had received no messages from the guest. They then replied...
To my surprise they told me that they had only stayed there a week , and wanted three weeks refund. Her explanation was that she had problems with her ex-boyfriend stalking her, and she said that he might have found out where she was. So she left to go and find another Airbnb for a month! Although I am sympathetic to her explanation, I have had no chance to re-list the property, and even if I do its unlikely to be booked at this late stage in the summer. She will need to cancel at her end.
As to her personal situation, all I can say is that my town in UK is very safe, my house is 200m from the police station and (as I explained to the guest) I have excellent kind neighbours on both sides of my house. The guest is naturally from the local area anyway.
If I can relist I can give her some refund, or at least come to some arrangement. But the main issue for me is that I feel that if I dont give her money back I am over a barrel wrt to stars & superhost
Many thanks