Suspicious Guests

[Nicolás237]

Yesterday some guests arrived at my apartment, and they haven’t stopped finding problems that I have never had before. Issues such as lack of cleanliness in the apartment, like a shoebox or a couple of stains in the kitchen, food leftovers in the sink, a hair on the sheets.
The problems were resolved, but today they reported that water is leaking from the bathroom through the closet into the bedroom.
Everything is very strange. I have never had these problems, and they have been using the rental apartment every day.
The guests have only been there for 2 days, and the previous guests did not have any problems.
What do you recommend I do? Does Airbnb cover me in case they try to scam me by pressuring or blackmailing me to lower the price of their reservation?

[Marie8425]

@Nicolás237 

They might be scammers,but you have had What is considered serious issues.  That puts you in a bind.  Overall Review is below the preference of 4.8.  Under Review Catagories is lower.

A Rating of 5 can get caught in a bad place.  You don't have that to reinforce you.

What you need to probably do is find out the Guest's objective.  Is there a real cleanliness issue or are they just trying to get some free nights?  Then either reclean and give something or if the second then make your best business decision.

Everyone gets the occasional scammer, but your previous Guest Reviews are your protection or your handicap.  

[Patricia2526]

Hi @Nicolás237 

I suggest resolving whatever concerns they are reporting as soon as possible. This way, if they decide to request a refund or escalate the case, you’ll be able to show Customer Support that you made a genuine effort to address their issues and find a solution.

Offer reasonable solutions when possible, and acknowledge their concerns even if you don’t fully agree. This helps demonstrate that you are acting in good faith, protecting you in case the situation gets formally reviewed.

[Paula]

Hello @Nicolás237, Two experienced hosts have shared their opinions, have you had a chance to check them out?

It could also be worth reaching out to the support team to get their advice, just to be safe. Here’s where you can contact them.

Please keep us posted once you’ve had a chance to  read our comments.