Weird Situation Need Advice

[Tony1649]

So I had a renter last week that smoked cigarettes in one of the bedrooms. I tried to get the smell out but it didnt work. I had a renter begin their stay last night that was unable to stay due to the smell in the bedroom. They will be unable to stay the rest of their booked days. My settings say it is nonrefundable but this isnt something that they did wrong. What do I do? 

[Mike-And-Jane0]

@Tony1649 You should

1) Claim under Aircover for professional cleaning against the guest who smoked or

2) Rent an Ozone machine and clean yourself

3) Fully refund the guest who cannot stay due to the sake smell in a non-smoking listing. This is easily done if you and the guest message Airbnb asking for a no-fault cancellation and a full refund for all nights.

[Ben5101 · Accepted solution]

Mike-and-Jane0's answer is well said and best solves your problem.

What I would add: always put yourself in your guests' shoes and then think and try to understand "what you would expect from a genuine host in that situation". It always helps to do what is best for a guest, even if it means losing some money; because hopefully you'll end up with a good review, and those reviewa will generate more guests and probably make you a Superhost too. ✌🏻