I just had my FIRST cleaning complaint...For a SINGLE hair in the bathroom.

[Daniel-Rusteen0]

5 star rated listing, 150 reviews, offer daily cleaning and don't charge a cleaning fee. Guess what, my latest guest complained about a SINGLE hair in the bathroom.

What's crazy is that Airbnb support said that the guest is entitled to a full refund of the cleaning fee (haha) and 30% of the first night = $150.

I offered a full refund if the guest leaves immediately in order to do a deep cleaning because according to the guest and I quote "It is completely unnacceptable", and the response of Airbnb was, the guest doesn't have to leave but can take the refund.

Has something similar happened to you? How did you deal with it?

[Breanna]

Hi @Daniel-Rusteen0 

This definitely sounds frustrating and I think it's great that you're asking for other Hosts' experiences.

I'm going to tag in some of the CC's seasoned Hosts who might have a thing or two to share - @Mike-And-Jane0 @Helen3 @Nur785 @Helen744 

[Helen744]

@Daniel-Rusteen0 that sounds beyond annoying I must say . It also sounds like you have been had. It is my understanding that if a guest complains and it cannot be remedied by the host , then and only then could any type of refund be approved or the guest must also leave if they do not allow a remedy.One hair does not justify a refund ever.People are very weird about hair but that does not stop them leaving them all over your house. People shed , no one knows that better than an Airbnb host . I can only suggest that you do add a cleaning fee so if you lose it it wont hurt as much and also to begin taking a few snaps after cleaning and before guests. In future make them prove it. Always make sure under beds are vacummned  and check for hairs that can cling even to clean sheets and blankets that you may have brought accidentally into the house. It all sounds very unfair ... Good Luck .. H

[Bob297]

@Daniel-Rusteen0, A refund is not acceptable. You should have been able to remove the hair. Perhaps the guest brought the hair with her or lost it from her clothing. It's not a reason to demand a discount. I also don't understand the hysteria over a single hair or a few hairs.