Hi every one,
I am so sorry it is long, but to describe the situation I cannot get it much shorter.
I’ve been hosting since july 2021. My first listing rate is 4.96 (56). second is 4.88 (8). received excellent reviews from guests. Third listing was started on july 16, 2022. I have 4 reviews at 5 star.
I am experiencing a very difficult guest for my third listing who just checked out few days ago. Today, I received an email request $300 refund.
the following is from guest— (This guest requested discount when they book and we offered it on top of our already low price compare with other similar listing.)
*Grace, we had a very bad experience staying here, the indoor smell was particularly strong, the heating and wind noise was loud, the windows were opened on the day of check-in, the bathroom space was very small, the water temperature was adjusted, and it suddenly became hot, and the space was small, and there was no place to hide away.We had a hard time sleeping during our travels and had a cold. I would like to be reimbursed for the 300 CAD refund."
Above message was written in Chinese, it is translated to english.
-The smell they claimed should describe as damp/moisture in Chinese. We are located by sea in Richmond BC, Canada. the underground water level is high. Moisture is expected. (our suite is above ground, not a basement)
-Guest stayed from aug. 10 -17., they checked in very late past midnight around 0:15. Since it is middle of the summer, we closed all the window till after 6Pm, we reopened them to let the fresh air in and also to help to cool down the temperature inside. guest was complaining the open window caused them felt cold. We turned on the heating manually in the morning per guest request. ( never thought about have a heating on in the summer). couple of days later, they complained there is no heating. To accommodate them, I drove 54km away in the morning and stayed at my parents until 17th. set alarm at 6:05 in the morning to manually turn on the heating system as they requested for 40 mins then turn off.
-My listing describe very clear that the shower is small, not suitable for young kids who can not take shower alone. we describe our suite as clear as we can, no hidden surprise. guest claimed her daughter( 13 years old) burned because the sudden water temperature change. I did message all our previous guests( total 5) about this matter and received 3 back. None of them experienced the problem. And also my current guests had no problem with the shower.
_Our heating system is forced air gas furnace, when it is on there is a wind blow sound.
I need advice, should I refund them $300 or partial of what they ask? or decline it