I am sorry if I repeat myself, but this will be my first starting a discussion and initially I posted as a comment under different discussion with similar topic.
This was not our first reservation, but we are relatively new hosts.
The guests made a list minute reservation, yesterday April 19th to check in today April 20th. Even jumped into our automation email that goes out for an additional night at a 25% discount. I am always suspicious of the last minute booking, and checked the profile - no picture, no previous stays, no reviews.
Tonight about 30 minutes after arrival, they left me a message they want to cancel and full refund, because the place is not what they expected. The exact words were they expected something more like Hilton but this is worse than Red Roof? I will share the listing link. Yes, the pictures are nice so is the place .. we did full renovation and replace all the furniture after the season last fall. After that there were literally 5 stays. The place is spotless and with a lot of upgrades. Even friends told me that is ridiculous to spend $4,500 for a sofa in a rental place, and the guest called the furniture cheap. I am not saying the furniture is designer, but it is nice, not cheap, and well decorated. Another complain was that in our description it says steps from the beach … it is! You go down wash along the building and you are on the beach. They said they expected different beach.
To give you the full picture, earlier today I contacted them and told them the washer which was expected to be repaired today, didn’t because the repair company rescheduled, and even though I don’t think a washing machine is necessity for a 3-night stay, I send them a gift card for $20. The guests told me that left them with bad feeling before arrival. Probably my mistake to be upfront and honest?
They requested a full refund and told me they would leave immediately without disturbing anything, but I cannot take their word for it, I told them I need at least make an inspection in the morning and if that is true, will refund the amount minus one night.
I will appreciate any opinion and advice.
Almost forgot to mention!!! They threatened me, that if I don’t do the full refund they will leave a terrible review!
This is the link to the listing:
https://www.airbnb.com/rooms/643311242985127626?preview_for_ml=true&source_impression_id=p3_16820417...
Thank you in advance,
Mila
