Last week we had a guest requesting a same-day booking, with this message… (she had no reviews but the account was open since 2015, and 1 verification)
is there availability of checking in early husband and I just had baby month ago and need a break we got a babysitter and need peace asap. asap like 1 if possible so we can enjoy almost full day
I know, I know… the whole “need peace asap” should’ve been a but I thought back to how my wife and I felt, shortly after having each of our 4 children. Desperately needing/wanting a break was not uncommon at all!
She ended up ignoring our responses and the reservation request was canceled.
Then on Monday, we had a guest who did a same-day booking, for two nights, with this message:
My fiance and I stay in Magna we have never stayed at a AirBNB. I just had a baby a month and half ago and we wanted a leisure trip with no children. I finally was able to coordinate a baby sitter and doggie sitter now that i’m not pregnant as well.
I was thinking… I wonder if this is a new scam or something, to say that you just had a baby and want to take a leisure trip. ¯\ (ツ)_/¯ We didn’t connect the dots until they were here, that it was the same person that requested to book about a week prior. This new account was created Nov '18 and had more (like 4 verifications) and of course, no reviews.
The asked to get in early (noonish) and we agreed, as the place was ready to go. They ended up getting in around 8pm or later. The floor of our main level doesn’t have the best insulation so we could easily hear that there was a woman and (at least) two other men down there. We double checked her booking to find that she had only booked 1 person.
Then around 10pm someone got in the compact sedan and took off. The back seat of the sedan was stuffed to the roof of the car with clothes (like someone was living out of the car or something.) That concerned us a bit. The other guest must have still been in the basement b/c the shower/tub started running and kept running for over 20 mins. My wife was about to shower but there was no hot water left. We have a 50 gal tank and never had issues not having enough hot water, even with parties of 8 guests! A few mins later the guest messages us and said “I know it’s late but I was trying to run bath for my husband and it doesn’t get hot it’s like warm.” We promptly replied that none of our family had baths or showers but if someone of their group did then the hot water might be all out. No reply.
Around 1am and throughout the night, we were awakened by the loud conversations in the basement + the TV at a high volume. And the TV was still on when I woke at 6am (Tue)
At that point I looked out to our driveway to find a big SUV parked in our driveway, with some bags next to the front tire. A few mins later I heard the SUV fire up (very loud!) and walked over to find a girl quickly shoving bags in the car, and she hopped in the passenger side.
Tue morning I sent a message saying: "I was up early this mornign and noticed some folks leaving our Airbnb. I just wanted to confirm whether you’re planning on staying tonight as well? Also, I wanted to come down and check the hot water heater to make sure everything is working properly. Do you mind if we come down to check on it? No reply.
The TV was still on so we thought that someone may still be down there. The whole day passes with no response from the guest and at about 7pm I went down to the private entrance to knock. No response. So I stepped a foot in the unit and called out, but there was no response still. So I entered. Nobody was there but the place was in a bit of dissaray. It wasn’t terrible but it was just very messy unlike it usually is when guests leave. Coffee mugs and food all over the unit on window ledges, tables, etc. We were pleased that other than having to put a little extra time into cleaning, there was no apparent damage, etc.
FF to this morning. I got a message that she was requesting $89.50 as a refund, with a message stating:
I left at 800 am maybe prior to that to go to SLC I didn’t realize it was
︎ That’s it.
Here’s the outline of charges for the 2 nights (Mon, Tue)
$60 (x 2) ➞ $120
$30 cleaning fee
-$4.50 Service Fee
And they’re asking for $89.50 which is basically like asking for 1 night and the cleaning fee to be refunded.
I want to avoid having them leaving a bad review for us, if possible, and I bet if I refund all, it would prob help avoid a bad review.
Technically b/c she didn’t respond to me in the morning I was not able to make our unit available for that evening so b/c their lack of communication/response, they should be liable for that second day.
At very least I’d be fine refunding the second day, for $60, but not the cleaning fee as well.
So I want hear from some of you seasoned hosts what you would do in this scenario.