Hi - I had a guest stay with me recently, and she had expectations that I could not match. I was going away on the day she arrived, but she was hoping for a host that she could make friends with and her could help her out in person with the local area (I had a written guidebook on hand.)
This then led to her making a slue of other complaints, which I tried to appease (even with a discount) but ultimately she left the apartment. On airbnbs intervention, they refunded her the money for nights she did not stay at the apartment.
I would have left it there, but she has since left a review. I have the chance to leave one too and my draft is below. What do you guys think?
Hosting was a disappointing experience. She had high expectations; e.g. hoping for a friend and local guide as well as host. She made many complaints, which initially I empathised with and tried to find a solution for, even offering a discount. By the end, she was making up (frankly bizarre) issues and it became clear that I could not satisfy her. My assessment is she is high maintenance and dependent upon her host.
Also, what are your general thoughts on dealing with airbnb in such situations? Im a superhost with four years experience, but have had two issues recently (different in nature) and airbnb appears to default to siding with a guest.
In the other instance, my guest did not arrive at the apartment and said it was because she had a serious illness had occurred in the family. I raised it with airbnb, who asked her to cancel the booking, but she refused and said she might come later. She didnt - and ended up cancelling on day 7 of a 9 day booking. Then she showed a medical certificate that said she had anxiety (no validation of when the illness in the family) and airbnb decided that it was an extenuating circumstance and I was made to refund all the money.
Im left pretty disappointed by airbnbs apparent lack of support and belief in long time hosts, and that strict cancellation clauses can be overruled so quickly.
Any advice from the forum is appreciated!