Guest stayed for 4 days snd wants full refund

[Gloria939]

I just had a guest , that the moment it checked in ,  this individual rearranged  furniture , complained  of  hearing random noises  , eletric box , then fire alarm

, in which i quick went to check , but miraculously the noises are gone.   , all the guest did was raise subjects and create imaginary issues for a very strange reason. Then , after 4 days it suddenly . Now she expects full refund but my policy is flexible non refundable . but Airbnb doesn’t want to deal with it .

How has it been other Hosts experiences with this kind of issue?

[Helen3]

There isn't a flexible non refundable policy @Gloria939 

Just explain to the guest that your listing is as advertised and that when you went to check the listing there were no noises or signs of the fire alarm going off.

In your situation I would suggest that you are happy for her to cancel the booking and any refund will be processed under the cancellation policy she booked under but that she can't expect a refund for the nights she has already stayed.

[Fletcher-And-Janet0]

Sadly, Airbnb will likely provide a full or partial refund for the nights stayed because of their "policies". 

In my recent situation, the initial Support Team told me that I was well within my rights as a host and thanked me for voluntarily providing a one night refund if they left the property in reasonable condition. 

Now a different group, the Safety Team, is taking a totally different stance and taking forever to resolve this guests ridiculous claims. And penalizing me in the process. 

Hosts should be supportive of each other and encourage Airbnb to also support their Hosts. Without Hosts, Airbnb would not have properties. And inconsiderate guests cause issues with other guests, which leads to bad reviews and refunds. 

[Fletcher-And-Janet0]

Fortunately we have only had a few instances however our most recent is very disturbing regarding the way Airbnb is responding. It is quite strange how they pick and choose which way to go when it comes to guests and hosts. 

We also had an issue with a guest who compiled a long list of ridiculous complaints including the location of the electric panel, a small scuff on the wall, etc. Airbnb said that I had to disclose where the electric panel was located. Uh, hello. It is seen clearly in the photos. And it is not a mechanical, structural or safety issue. Cosmetic maybe but it can not be moved and we are not allowed to cover it. I can not repaint the walls in-between each guest. Guests routinely want to check in early and check out late, and we try to accommodate them as much as possible. 

Airbnb decided that this guest was affected by these and similar nuisance items, and gave them a 50% discount for every night they stayed. It was unbelievable. 

My suggestion would be to document everything as best as you can. Stand in the room and record for 5+ minutes to prove the smoke alarm was not sounding. It sounds like this person either can't be made happy, is making a case for a free stay, or is possible mentally impaired. 

Also, you can report the guest from the reservation and be sure to write a very thorough review of their antics. Some guests have learned the system and know if they can complain AFTER their stay and get a refund. To quote Judge Judy, you can't eat the steak and then complain that it was bad and request a refund. Airbnb should watch a few episodes. 

I would be happy to help you with your statement if you contact me. You can email me at

**[E-mail address removed due to safety reasons - Community Center Guidelines]

. 

I wish you the best outcome with this guest. 

Janet