I need hep from experienced host please

[Ann45848]

Can anyone advise? I recently had a guest who booked my Airbnb for three nights. After staying for two nights, she decided to leave early because of an issue with her companion. She requested to alter her reservation and asked for a refund for the remaining night.

I explained politely that, due to my cancellation policy, I couldn’t offer a refund. She insisted on only a refund for the unused night. I tried to help and contacted Airbnb support for a resolution. They confirmed the same policy to her.

Unfortunately, she then messaged me saying she would leave a bad review. I’m very concerned, as I work hard to ensure my space is perfect for my guests, and I’m striving to become a Superhost.

Does anyone have advice on how to handle this situation? I’d greatly appreciate your help!

[Micheal42 · Accepted solution]

@Ann45848 Sorry you’re going through this, just let them write the negative review. Then contact Air BNB to have them remove the negative review. Let them know the situation and that the review was retaliation. You shouldn’t have a problem getting it removed. 

[Ann45848]

Thank so much @Micheal42 . I appreciate the tip. I’ll do that. 

[Micheal42]

My pleasure @Ann45848 

[Cyrus22]

She is not entitled to any form of refund at that point in time.  She should be offering you an apology instead of asking for a refund...smh

[Ann45848]

Thank you so much for your input @Cyrus22. This happened yesterday. I am waiting for the 14 days to see what kind of review is she going to leave in my airbnb to take action. 

sorry I didn’t reply earlier, I just noticed your comment. 

thank you. 

[Elisa]

Hi @Ann45848 😊, 

I’m truly sorry about this situation, but I’m glad you’ve found hosts who are helping you!

Did any of the answers below help you resolve the issue?

If so, it's always a lovely gesture to mark it as the "Top Answer".

It's like a big virtual hug to the member who supported you but also to support other Hosts who may have similar questions in the future. 

Warm regards🌻,

[Ann45848]

Of course thanks ! @Elisa. I still not too familiar with this. If I don't get a mention ( like you did) I am not sure how to comeback to the conversation. 

[Elisa]

Hi @Ann45848 😊, 

Thank you for letting me know!

If you go to your profile, you should see your activities and your own posts in the community. Could you confirm that for me?

I am also sharing this helpful post with you 👉 Tips about using the Community Center.  

Warm regards 🌻,