Sorry guys, pls bear with me, I’m a new host and would love any comments on a situation with a guest.
I’m a first time host and had a guest book with me for a whole month as I rented out a spared bedroom in my apt. She’s also a new user and was booking for somebody else. I hesitated but took a chance. Everything went really well for the first two weeks, I had injured my leg so I was working from home most of the time, she was very nice and respectful and even brought me some meals bc she knows that I couldn’t really go out.
I had to go out of town unexpectedly last Monday, texted her Monday night, telling her that I would be out of town and that I will be back this week, and giving her my e-mail address in case she needed anything bc my phone would be turned off. Didn’t get a response, I took off, didn’t hear from her, thought everything was fine.
Come Friday night, I get an e-mail from the girl that booked for her, asking me if I was home, and how she couldn’t reach me as there’s some issues with the apt. I was freaking out, called the guest directly and asked her what’s wrong. She said she didn’t know that I was gone, and is scared of living alone (Have been her whole life, mind you, she’s like a 55 year old woman), so have been staying at a hotel and also the lights in the bathroom went out and she’s scared of the dark. She claims that she never got my text so didn’t know that I was out of town. I apologized for the miscommunication and told her to contact the management company and that they will fix the lights for her. I could have called for her but I didn’t know her schedule so thought it was better that she call herself. I e-mailed the girl the next day (Saturday) asking if guest has contacted management company, she says she doesn’t know.
today, I get an email from the girl saying that the guest has tried “twice” to contact the management company and has so far failed to fix the light, blah blah blah. She said management was unwilling to change the lights for her without the landlord’s consent, but all the while, I didn’t get a single call or email from her regarding management company’s request. Anyways, to make the long story short, I think the guest would like to move out early as she is extremely “unhappy”.
I’m wondering what are my options here? Am I obligated to give her a refund here? If so, how much? If I don’t, its highly possible that I will get a negative review, and I’m a first time host, not a very good look.
I find it extremely weird that the day that I left town, the lights went out, not to say that it doesn’t happen, but she did acknowledge that she doesn’t like living alone. I think she’s trying to use the faulty lights as the reason for her living in a hotel, but in fact, its because she doesn’t like living alone. She claims that she never got my text message that I had left town but the fact that she claims that she started living in a hotel the next day, shows me that she does know that I left town, otherwise, she would have tried to contact me, through however means. If my cell phone couldn’t be reached, they could have messaged me on airbnb, to which I have always replied within a hour.