A group of four guests were supposed to stay in my apartment tonight. Unfortunately, all the apartments in our building were out of hot water suddenly because of a failure in central energy system. I tried my best to work with the property manager but I still could not resolve the issue.
I told our guests we could rehome them. There is a really great hotel nearby which is slightly more expensive than our apartment. They said they wanted a free stay or a stay in the most expensive 5 star hotel in our city. Before I replied them, they contacted Airbnb and cancelled the reservation.
Airbnb told me that guests decided to leave and cancelled the booking. Airbnb offered them re-accommodation, but they declined. I checked the apartment after they left. I found their luggage was still there. I waited for two hours, but no one returned to collect the luggage. And they did not return the keys to a key safe. I realized they might continue staying in our apartment even though they cancelled the booking.
After Airbnb tried to contact the guests for several times, the guests finally returned. To my surprise, they said they never cancelled the booking. They wanted to stay. Since the reservation cannot be recovered, they were willing to pay cash instead.
I was not confident in their reservation any more. After nearly 4 hours’ struggle with them, they finally chose to stay in a hotel which is the only affordable hotel in city center. Otherwise, they are going to have no place to stay.
I feel those guests are advantage takers. I guess I will receive a really poor review from them. Is there any possibility for Airbnb to remove the review?