Help on Terminating A Stay

[Ann783]

I have an unhappy guest. Pool was unavailable for use from 4 pm on date of arrival until 12 noon the next day. I was unaware of the problem but had pool person there within 20 minutes of being notified. I offered $200 compensation. 
No response until today (72 hours later). They want pool vacuumed although it is serviced once a week. 
They seem really angry and although I have the pool person going there tomorrow, I’m wondering if it’s best to take the BAD review and have them relocated. It’s a 2 week stay. Appreciate any advice on avoid huge penalties from Airbnb

[Inna22]

@Ann783 it sounds like you are getting a bad review anyway, might as well at least make the money for the stay. They are not asking to be relocated and "kicking them out" will only provoke them further. Also, as far as I am concerned the pool was only unavailable for 20 minutes- from the time they informed you to the time it took you to fix it. Hang in there!

[Ann783]

Thank you @Inna22 for the the advice. They couldn't use the pool until the following day at 11 am.  I did go ahead and contact Airbnb. I guess I couldn't resist poking the bear…. since I offered to have them relocated… crickets. Ha!

[Suzanne302]

@Ann783  I agree with @Inna22  and as for the request for vacuuming of the pool I would have responded like this:

"Sure! The pool is scheduled to be serviced on XYZ." (whatever the usual service date is)

It's important to accommodate guests, but it's also important to set boundaries with demanding guests.

[Ann783]

.@Suzanne302 that was pretty much my response. They messaged me at 10:30 pm to complain again. Pool person will go there again today but I suspect they want more money back.

[Colleen253]

@Ann783 I have to agree with your suspicions that they are angling for more money back. Reasonable, normal guests wouldn’t be reacting like these people are. The danger is that they may go to Airbnb after their stay and demand a full refund. We all know how inept CS can be, so they may be successful. I’d try my hardest to get them out NOW, rather than risk a free stay. Failing that, doing as @Alexandra316 suggests, at least you greatly reduce that risk. 

[Christine615]

@Ann783You are being played by guests who are gaming the system. Stop offering money for their stay. You've been more than diligent and outdoor pools are subject to environmental conditions.

It's like raising kids, you give an inch they'll see if you can be pushed a mile. Keep responding in the message center and realize you are NOT a hotel with a pool person on demand. You offered to rehome them and they didn't respond.

Stop responding. Do what everyone else suggested - Thank you for alerting me. The pool is serviced regularly on (dates). We made a visit at your request and the pool person did not report a need to vaccuming. He will return on (date).

[Ann783]

Thank you @Christine615  I felt awful that the pool was unacceptable on arrival but I’ve bent over backwards. 

I have kept all but the initial  communication about the pool on the App... but made sure to document our conversation there. I won’t be offering any more money. But, I will be glad when they leave.

[Alexandra316]

@Ann783 I think that I would call their bluff. Send them a message that says something like: 

"Hello X,

Sorry for the inconvenience regarding the pool: thanks for bringing the issue to our attention. I'm glad that the problem is now fixed, and the maintenance team will be in today to vaccum it . If you experience any other issues, please let me know immediately so that it can be resolved right away.

However, If you are not happy with the space or facilities, I can go ahead and amend the booking so that it ends tomorrow with no penalty to you, and you can find an Airbnb that's a better fit. Please let me know if you would prefer that, or you are happy to continue staying with us. 

Regards, 

Ann

I think that sometimes, giving them a binary choice helps them snap out of it. The choice is either stay and quit yer bitchin' or find a place that better meets your needs. You're framing it as their choice, and if you just amend the dates, they get their money back and you don't get dinged for cancellation. 

[Ann783]

I like your wording @Alexandra316. 

[Kelly149]

 @Ann783 I'd be even more blunt than @Alexandra316 "It's very important to me that all our guests are happy with their stay and I'm getting the impression that you're not. I'd be happy to move up your departure day to xyz to allow you the opportunity to move on and stay where you're more comfortable. That does take a bit of paperwork and notifying ABB so please lmk asap so that I can assist as you choose. If I've misunderstood and all is well, then we're happy to continue hosting you."

quit yer bitchin', indeed

[Branka-and-Silvia0]

@Kelly149  I like how you said that

[Laura2592]

Seriously people. The pool needs vacuuming?! 

One assumes that these individuals have rented someone else's home because they don't have a pool at their own. As such, a little decorum and courtesy should be afforded the hosts that actually pay for said pool to be maintained on (what I assume is) a regular schedule. Sometimes I really think these  types of complaints are borne out of frustration that the guests aren't in a financial place or point in their own lives to own a property such as the host has. Their complaints say more about their own personal sense of failure and lack of fulfillment than the condition of any amenity provided. One does wonder, if a guest's standards are SO HIGH why are they risking them with a paid stay with a stranger??

As George Costanza said "you can't disturb the delicate genuis(es)!"

[Kelly149]

@Laura2592 actually pools do often need vacuuming and it can be worse if there's wind or rain or you know, weather... If we ever go ahead and list our house that includes a pool I will be very specific about including language that indicates that it is a pool. at a house. NOT a resort. and just like how they would need to scoop leaves or sweep the decks. Outdoors. at their own house. it will be just the same. this is a house. not a resort. there is no pool cleaning fairy in residence. 

People who need their every need catered to should pick the Four Seasons, those folks are pros.

[Laura2592]

@Kelly149 oh I know pools need a vacuum. But I am also sure @Ann783 has that scheduled regularly. These people definitely need the Disney experience or to purchase their own vacation home.