Guests that are complaining about everything

[Frauke26]

Dear all, 

I hope you are all doing well.

Is there someone who can help me?

I have guests in my apartment and they will stay for two weeks ( almost 1 week is done by now). From the first moment that I saw them it was a not so good feeling. Because they started to complain already about the weather. My apartment (It is a flat in a complex) is in South Africa, Cape Town ( and it is summer)

We do have builders working there now ,because the premises got painted. I told them, that unfortunately they start working early in the morning at 8 o`clock, that they have to move the car from the parking lot before that time and that I am sorry about the circumstances.  And that we have load shedding in the country. They agreed to all of that. Now that I was there for a cleaning and changing bedding, they wrote me a note  with 9 topics what all is wrong. Like:, The pupils are to loud in the morning ( from the school across the road). The builders are to loud. No parking because of paint container. No electricity, no Internet,

no air condition and so on.

Then they complain  that Cape Town has no wind and solar energy solution. The V+A Waterfront is disappointing because there are not enough bands playing as they could see in videos and movies. Then it is the wind that blows so much, that they could not wear a hat.

What am I going to do with those people? Am I allowed to NOT write a review for them, as I am really scared they will write the worst review ever to me? Can they claim  their money back?  I never hosted so negativ people  and it really scares me. I always try my best, but here I am so devastated. 

I do live in Africa and it is not Europe, not a first world country, even though Cape Town looks more like an Africa light city with European touch. But what can I do, if they send Airbnb a message how bad everything is here in CT at my apartment. Will I lose my Superhost  medal? Has someone experienced a similar situation? Do I have to give them money back because of the building side at the premises?

I am looking forward  hearing from you

Kind regards

Frauke

Thank you for reading my text and Thank you for those, who can give me an answer how to handle this

[Anonymous]

@Frauke26   I'm not sure how acquainted you are with the review system, but the guests can write a review for you regardless of whether you write one for them. If they do write a negative review, it looks much better for you if a cross-reference to their profile displays a review with your point of view.

On the refund question - you certainly aren't responsible for the weather or the waterfront entertainment, and it's ridiculous for the guests to complain to you about their problems with the city in general. However, you are responsible for providing all the amenities advertised in the listing, and if conditions in your building prevent you from delivering those consistently the guest could report this to Airbnb and would likely obtain a refund. 

The thing is, nobody benefits from an unhappy guest feeling stuck with their booking. So if the problems they're experiencing are ones you're not able to resolve, I recommend that you offer them a waiver to your cancellation policy by moving up their checkout date and refunding the unused nights (along with a partial refund for the used ones, if their experience did not match what was offered in the listing). This guest is likely to demand a refund one way or other anyway, so you might as well try and free up some calendar dates and possibly get a replacement booking rather than be completely out of pocket.

One way or other, both parties are still allowed to review, and there's nothing you can do about that.

[Frauke26]

Thank you so much for your prompt reply Andrew, 

I will think about your suggestion and discuss it with my hubby tonight. 

Kind regards 

Frauke 

[Maia29]

@Anonymous has excellent points.

Refunding them and allowing the guests to leave is an excellent idea. You don't need the unwanted hassle. Some people just by nature are never satisfied.

I would wait for them to review you first, and then respond politely and honestly to their review. If they never review, even better for you.