I’ve been an Airbnb host for over 1 year with 4 listings and I’m expecting my first really bad review.
I had a guest check into my 2 bedroom, 2 bathroom unit with her husband and 2 kids on Sunday and they’ll be checking out Wednesday morning. She emails and calls me late Monday evening saying there are issues with one of the showers. The cold water isn’t working and only hot water is coming out of the shower. She started screaming at me and said she can’t stay in the apartment and demanded a full refund. I told her the manager and I would go to the unit to check on the shower to see if it’s a problem specific to the unit or if it’s a building issue. She continued to demand a refund so I told her to contact Airbnb and that I couldn’t issue a refund to her directly without getting Airbnb involved. She eventually calmed down and the manager checked on the issue and told her the plumber couldn’t be out until Tuesday morning. The manager suggested she use the 2nd shower, but the guest said she didn’t want to. 2 plumbers came out Tuesday morning, fixed the issue, manager double checked for 10 minutes with the water running to make sure it was fixed. I get an angry email late Tuesday evening saying shower isn’t fixed and how her family can’t shower at all. Then I get another email saying it’s a safety issue and how this could have severely harmed her children.
I’ve been renting this unit for over a year and have NEVER had anyone complain about the shower. I also don’t understand why she couldn’t have used the 2nd shower since this issue was only in one bathroom. I know she’s going to leave an extremely negative review with all 1 star. Is this something I can have Airbnb remove? Any helpful tips?