I had a lovely elderly woman check in yesterday for a 4 day stay. She and her sister loved the place and said they would recommend to friends. She used to live in the area, although she seemed nervous about the area (not that anyone should be) saying she wouldn't open the windows, asking if anyone could get into the backyard, etc, etc.
Today I got a message from her saying that she would be packing up her stuff and leaving later this afternoon. SHe said " I am not happy there"
I was shocked and asked her if something happened. She has arthritis and was having difficulty with the keys and opening the studio door. She complained that the tub was too high and no safety bars. It is a little high but there is a bar built in on one side.
She also said "no cable". My listing states a ROKU TV.
She was clearly not familiar with Airbnb. No reviews and texted me on my cell weeks beforehand asking if she was paid up, etc.
I have apologized profusely and explained that I would adjust the listing to say that the tub was higher and that there was a grab bar. I also said the listing did not say cable.
I offered to give a refund for 2 days but she said don't worry about the money.
I am still thinking of doing it but....well looking for advice
PS she did communicate all this through personal email and I am thinking of screenshotting the text and puting in Airbnb messaging to have a record of the conversation.
Thouhgts?