Guest upset they didn’t read the listing

[Calum47]

A guest arrived but didn’t understand they didn’t have the whole apartment dresser the listing being very clear.

 They then claimed ‘dusty’ as a reason to cancel the same night. Airbnb gave a refund, and I received nothing. They claim they sent evidence to my email of the dust, though there is nothing on the page when I click the link.

 Any help?

[Guy991]

Hello @Calum47 ,

Right after the reservation is accepted, I send a welcome message with some information and a short description of the property. This helps guests who have not read anything so far, and it works.

I have had a few guests who replied to emails I never received. They were actually responding to no-reply messages from Airbnb, thinking they were from us. Airbnb’s emails can be confusing for some guests. In the welcome message, I always encourage them to use the Airbnb chat as the main way to communicate and to turn notifications on.

I cannot emphasize enough how important your first message after accepting a reservation is for a successful stay.

i hope this helps.