I am needing advice on this incident that I’m currently dealing with from a recent guest. First guest asked me to reduce their nightly stay to $90/ night claiming they would hardly be in the home and wouldn’t get it dirty ( that was a lie they had a pet and left the house disgusting). I told them I couldn’t do that. They stayed the weekend and come Tuesday once the house was completely cleaned the guest is asking for a full refund. They went out of their way to take photos from under the couch, under the kitchen and bathroom sink, under the beds and just literally had to look hard to find places that weren’t completely spotless in order to use this as their basis for a full refund. Also, in her claim she said if I pay her that refund she won’t leave a bad review (not in those exact words). Well I contact air bnb im on hold for 30+ minutes and I’m told I’ll receive a call back. i don’t receive a message from a representative until 1:00 am when I’m asleep where they tell me they’ve talked to the guest and that I should respond within the hour otherwise the case will be closed. I responded as soon as I woke up when I saw the message and waited all day for a call back from air bnb and nothing. I feel let down by the company and unsure what to do about this refund request and this guest. I don’t want to refund but I also don’t want the bad review. Please help with any advice.
Thanks
