Suggestions

[Mariana1500]

Hi everyone, 

I don’t know what to do. I’m actually a little frustrated. I haven’t done Airbnb in 2 years. Last time I had no problem with it. This time my first guest complaint of how “dirty” the place was. He checked in and left the same day because it was “too dirty”. I had done the cleaning myself and made sure everything was clean 2 days before check in. I did forget the freezer it was the only area I forgot. His “pictures “ do not show any proof. I have used Airbnb before and I always look at how clean the Airbnb is and that is why I always provide a clean house for my guest. The person that booked for him is requesting a refund. Which for me was a little suspicious. Refunds go through Airbnb. Do I need to contact Airbnb? What can I do? The person that booked the Airbnb is verified and guest is included in the reservation. They are from the same company. I did not think it was weird when they booked my Airbnb. He had one 5-star review from a host. 

[Emiel1]

@Mariana1500 

Did the booker cancel the reservation after the guest left ?

How many nights was total reservation ?

[Mariana1500]

Well he hasn’t technically canceled. I have not received any information from Airbnb but he did not stay a night it was only a few hours. He had booked for 11 nights. 

[Emiel1]

@Mariana1500 

Airbnb is rather unpredictable, if they side with the guest (what they usually do), then probably will provide a full refund.

But the booker could have cancelled the reservation, get refunded (if any) according your cancellation policy and then ask you for additional refund. If no agreement can be made. then they can contact Airbnb.

One option to refund is to shorten the reservation ("change" option as a host..