How to handle if the Guest says the Bed is broken after self check-in but you didnt notice before

[Ece180]

Hello,

I have a guest who booked the apartment at 10 AM the same day for 2 days and did a self check in within 2 hours after booking.
Within an hour he wrote to me that the bed is broken. 

I had cleaned the apartment just yesterday and the bed was fine. Also the previous guest didnt complain or inform me on any damage.
I still wanted to trust my guest and thought maybe I didnt notice the damage.
I told him that I can  give full refund if he wants to cancel. But he demanded that I repair the Bed today or order a new Bed for him. 
Otherwise he expects me to pay his travel costs as well. 
I cannot arrange such things within such a short time and started to doubt that he broke the bed.

The apartment has a couch bed as well but my guest refuses to use a couch bed too. 

I didnt offer partial refund because the nightly price was already as low as 60 euros in the city center of Munich and getting it cleaned costs as high so it doesnt pays off if I offer partial refund.  

He didnt leave the apartment, still there using it while I couldnt get any feedback from the airbnb support yet. 

What should I? I put aside the fact that my property is damaged, there is now a very unfriendly guest in my apartment, refuses my offers and demanding things that I cannot offer.

[Mike-And-Jane0]

I suggest you report to ABB and then, if bed is broken, put in a damages claim when he leaves. If he is still there then it can't be too bad!

[Colleen253]

@Ece180  I strongly suspect this guest is engineering his way to a free stay, judging by what you've shared, and his attitude towards you on this. This is a common scam. He will continue to stay, then go to Airbnb and demand a refund based on an amenity not working. Airbnb will side with him, because that's what they have demonstrated they will do, over and over again, judging by the posts you'll read on this forum. They are all for the guest, which is where their money is, and not for the dime a dozen hosts. You needed to get him to cancel since he was 'uncomfortable' and get him to vacate immediately with a full refund. Better that than having him stay free. Did this guy have any prior reviews, what's his profile like? Did he instant book? You should review how you vet guests and see what you can do to prevent this kind of guest from booking. We are limited on Airbnb, but do what you can, anyway. Last minute bookings 'typically' are a red flag and often end badly. 

[Helen3]

Sounds like the guest is scamming you. @Ece180 

Tell the guest that the bed was absolutely fine when you cleaned yesterday but you are happy to go over there and check it.

Remind the guest that if the bed damage has been caused by the guest,  you will be looking to recover the costs of any repairs.

Insist Airbnb cancels the booking if you find the bed is broken as the guest refuses to use the couch bed so has nowhere to sleep.

[Ute42]

.

@Ece180   

This guest is just one of these jerks who want to surf on airbnbs guest centric wave.

As You said You have already contacted airbnb. Whatever they tell You to do, don't do it.

Don't do anything. Ignore the guests messages if there are any. Just wait untill this 2 day reservation expires. Then file a damage claim for the broken bed and leave him a terrible review.

[Danielle476]

I would tell the guest that they are welcome to cancel the remainder of their stay, but that the bed was in perfect condition when he checked in.  *If* you do decide to pursue a claim, make sure you do it before your next guest checks in/within 14 days of this guest checking out, whichever comes first.  Keep all communication to the AirBNB messenger and remain polite, but firm.

If you have a pull-out couch, there's no reason he can't use that, or simply cancel and book somewhere else.  Good luck!

[Kelly149]

I agree with all the others... this guest will be a problem, there's no hope for the review so at least get him out. Then check out the bed and decide if you will charge him for that too.