Hello,
I host an entire 5-room apartment in the 1st floor of my 2-family (duplex) Victorian home in Boston near Tufts University.
My listing is described accurately. This includes information about potential for noise (old home, floors, radiators, people upstairs, etc) directly on the listing page in addition to the actual potential for noise section.
Several months ago I received a May, 4-night booking for a solo traveler.
She checked in last Wednesday and at 7:15 am the following morning, she sent me a message stating that the footsteps on the 2nd floor woke her up. She wanted to get a hotel, cancel the reservation and negotiate a refund in exchange for a "positive review."
I told her to cancel (moderate) and I would refund the balance once her dates were rebooked (which would have most likely happened) since the info about noise was fully disclosed.
Instead she "altered" her request. Since I have a 2-day minimum she was charged full-price for both nights. That 2nd night was blocked by airbnb so I couldn't rebook.
Now she wants a refund for that 2nd night that I couldn't rebook because she attempted a fast one by altering instead of canceling and got stung by that 2-night minimum.
Quite honestly, I'm not concerned about the potential for a negative review and I have reached out to airbnb to paper trail this.
Here's my question: Do I give her a partial refund just to get rid of her or do I direct her to airbnb and they can deal with her?
Thanks,
Linda
