Guests leaving after one hour

[Liam-and-Ellie0]

Hi everyone 

It seem’s we are experiencing our second tricky guest…

They checked in last night, for 6 nights. I messaged them about the WiFi code when they were in and all was fine.

This morning I’ve had a really dramatic message from them saying they left last night after one hour because the flat was so unclean.

Our feedback on cleanliness is really good - I personally do all the laundry and cleaning and everyone says that I spend way too much time doing it! 🙈 But also, he’s given us no opportunity to rectify any issues. He hasn’t messaged on check in with these issues, just upped and left and now wants a full refund from Airbnb. 

I don’t feel the complaint is genuine, I think  they’ve got there and just don’t like it. It’s a city crash pad, great for couples and professionals wanting a place to sleep for 2 or 3 nights. He’s got a family of four in there for almost a week. I did question the suitability at point of booking  but I think he liked the price!! £60 per night for 4 people - that’s YH prices isn’t it?! 

Where do I stand with this? I’ve been on hold to ABB for 20 mins… 😩

TIA everyone. 

[Mike-And-Helen0]

If they didn't like it, they did the right thing leaving but you are right they should give you the opportunity to fix things.

Can you get pics if it is still clean.

Likely Air will refund them unused days.

[Jenny349]

@Liam-and-Ellie0 

Your flat looks lovely (and clean!) in the photos - everything you could want for a short convenient city stopover or break, which is I’m sure how you market it. Parking too - and what a price! 
You have many great reviews, yet I still see people are nit picky about value - can’t understand it myself, but some (many?) folks seem to want 5* accommodation at 2* prices! Maybe you should consider raising your prices? You might attract more appreciative guests?

I was once marked down by a guest for value. When I asked him what we could do to improve, he told me he never gives 5* for value unless he gets some amazing bargain like 25 quid a night! Duh! Our place is high-end city centre for 6, with aircon, free secure parking and many freebies. It costs 10x what he was apparently willing to pay, so I was never going to win that one! 🙄. I digress.

I think your guests were very rude to up and leave without communicating their concerns to you first. It does sound like the flat just wasn’t a good fit for them. Maybe you should be a little more picky about who you accept (sounds like you had reservations about these guests and it turned out you were right). Better to say no sometimes 😉In this instance you should perhaps just agree to a rapid refund and save yourself a whole lot more stress! Good luck!

[Branka-and-Silvia0]

they moved out and that's OK. Now, they have two options - 1) to send you an alteration request to shorten their stay. If you accept it they will be refunded for unused nights and your calendar will be opened. 2) They can try to contact Airbnb and say the place was dirty and ask Airbnb to cancel and fully refund them. If they get lucky to get someone from CS on the phone they will have to follow up with some evidence like photos to prove it. You should go to your property and check out if they left the place clean or they staged a mess. I don't think Airbnb will be quick on refunding them.

I don't think you should waste your time trying to contact Airbnb. There is not much you can do now. It's their move.