getting paid when guest cancels

[Liz223]

You know the type of guest, literally 30 messages before they book. Mainly about broadband. I'm in Bansko, we have issues with elec been cut but its maybe an hour twice a week, which makes the broadband drop. I'll explain this to the guest, asking then to be sure that my apartment is correct because of this, as need enough speed for zoom meetings.

A month before they arrive, I see they gave a nasty review to another host and I checked it out, as it made me wary. The guests said their host had sheets on the bed that someone else had slept in, but that wasn't the case, as I contacted the host myself after these guests complained about the same thing at my apartment. I was infuriated with them.

Next, they complained to Airbnb help that they couldn't work at home as the broadband wasn't enough, then it was the shower. They were booked for a 3 month slot and after 5 days they have left and got a full refund bar the 5 days.

I know i am entitled for at least a months payment. I have sent messages to  the help desk, with evidence of the messages between the guest and myself with me making it clear what the broadband situation is. What do I do to get the help to escalate this up to a manager higher so that I get my refund? Or how do I sue Airbnb for breaking their contact?

[Fred13]

This is the risk with long-term stays, when they do not work out for a guest, they then can be really hurtful to a host (now probably an unbooked place for some time). The reality is that the guest is coming to an unseen place, but if they do not want to stay because it doesn't work for them then they can't be forced to stay and pay for what they discontinued to use. This is a classic case when a contract and reality part company.

[Mar125]

@Liz223 

Short answer is, you can sue, but you may lose in a case like this. It’s a lesson I learned , in a not so pleasant way. 

And, don’t grant a long term stay until you get comfortable with the guest. most importantly, trust your hunches. don’t open the door for some one you aren’t comfortable with from very 1st.

tons of questions, asking for discount. decline them right away.

[Christina163]

I just declined someone asking for a discount. two different people this week have said "we're getting engaged & want a discount." one of them asked me to waive the maid & said "I'm in the military & I can bring my own cleaning supplies." Seriously? 

How about get your life together b4 an engagement & quit trying to skate thru vacations haggling everyone in sight....

Be careful w the military discount request too...they make a decision to enlist, nobody is drafted...and the last time I gave someone a discount they gave me a 4 star review for Value....at a beach house nonetheless.

[Christina163]

I learned the hard way as well so if someone wants more than 1 month I usually say let's try it for 3-4 weeks and if you like the house we can continue.

I am so sorry this happened...you should be able to get money soon. it may take a couple of weeks. keep calling & also CC people on here who can move it up the chain as there are community moderators who read these pages....I just got thru the worst tenant ever - he had the nerve to ask for 1/2 month back. Had a feeling he would bc he told my groundskeeper they could not afford another trip for 2-3 years & he said they spent too much being here. They were truly out of their element down here & it sounds like these people are as well. 

[Jenny]

Hi @Liz223 

Have Airbnb Support given you a final response on the matter, or are they still looking into things?

Jenny