Refund a guest - offered a goodwill credit - guest wants more than the one night refund as agreed

Michael7327
Level 1
England, United Kingdom

Refund a guest - offered a goodwill credit - guest wants more than the one night refund as agreed

I got an issue with a guest, he said on check-in, there was wifi, but I've never had Wi-Fi so is not on the listing, he then said the tv, states 42", yes, he may be right as it's 32". so, as a gesture of goodwill, I have offered a one-night refund. Today, I've been notified by Airbnb, that I have a request for money, which is over and above the amount he paid, per night, the listing is for £79, so am planning to refund this amount, do you think it should include any part of the cleaning, Airbnb service charge? I am in mind to issue the refund of £79 as the original gesture of goodwill.

2 Replies 2
Mike-And-Jane0
Top Contributor
England, United Kingdom

@Michael7327 to be fair he paid 79+service charge per night so refunding him 1 night should include the service charge. It is however rather generous for a slightly small TV!

Yes, I can understand this point and would completely agree, he is claiming £130 for a 3 night stay which only cost him £302 including fees, cleaning charge. In you opinion, is it best to get airbnb resolution centre to get involved, to adjudicate this issue. Or should I send him what I think, for example, 1 night charge, plus service charge?