Good evening Airbnb community!
Please can you advise how I can handle the following situation.
My listing is relatively new (I started just over 1 year ago...last October). Since then, I consistently receive 5 star ratings and have been a suer host since April.
The guests who checked in today for 12 nights asked for early check-in, which I accommodated. They also asked if the y can leave a day early and be refunded (even though this is way out of the cancellation/ refund period), which I also did not hesitate to accommodate.
They have been there for 7 hours, and have contacted me to say the apartment is unacceptably dirty and the neighbours are too noisy.
I normally clean the apartment myself, but this time, I organised my cleaning lady to do it independently. She said the previous guests were very messy and she took extra time to clean everything. She sent me a video to show the work she had done, and everything looks clean and shiny.
I messaged my guest back to say I will come myself tomorrow to clean whatever they are not happy with, and to speak to the people in the noisy house to try to negotiate with them to be quieter. My guest has responded to say tomorrow is not suitable for me to come, and it won't help to talk to the neighbours because "it seems like a houseful of noise makers". I cannot go another day as I am going on holiday myself after that, and anyway, how can I see if they arrived to the dirty apartment, or if they made it dirty if I don't come quickly.
I can tell by his hostile language that this is a difficult guest and I can tell he will give me a poor rating and ruin my super host rating, and possibly further bookings.
Please can you suggest how this can be managed.
