Funny how an AirBnB guest who never even stayed here can be a nightmare from hell. I have had to call AirBnB twice about this person who was supposed to stay yesterday bur ended up cancelling.
To give some background - it was a woman, her husband and their daughter who they were taking to college.She just joined AirBnB in June - no reviews - so it seems obvious that they had never stayed at AirBnB before.
They arrived yesterday - I showed them the room and the bathroom as I always do, they asked me where they can go eat and how to get to the beach. Then a half hour later they sent me message…
I’m sorry, but the accommodations are not suitable for our family. We understood that we would be renting the entire house, and that we would at least have a private bathroom and kitchen to use. Please cancel our reservation and refund my card.
My response was this…
"Sorry to hear that. I do want to point out that description says that it was the room and shared bathroom, that was why I said about the person staying on the night of the 1st and having to work out the rooms. I am unable to cancel the reservation though, you would have to cancel it through the AirBnB app.
I then called up AirBnB and talked to them about what happens and how the refund works. They said that since she cancelled within 24 hours of the checkin time for Thrusday, she would only get refunded for Friday night out of her three day stay. The person assured me that my description is well represented and that she should not have had any reason to think that she was renting the entire house. While I was on the phone - the cancellation came through.
Today - I see this in my e-mail from her requesting her FULL money back (odd because I did not get any notification of this from the AirBnB app, no text message notification nor is there anything even in my AirBnB inbox about this request.)
"K* requested $142.91
The only bathroom is downstairs through the owners living room which is extremely cluttered, covered with dust and dog hair, and video game cords spanning the floor. The kitchen is dirty and covered in clutter and dust and dog hair. Liquor bottles are everywhere and there is no privacy or security. We would have to leave our belongings unsecured as there are no locks on the bedroom doors and we were not going to be given a key. We were told to come and go through the sliding door which would always be unlocked."
This is a very laughable description of my place, As anyone knows - I don’t even drink but somehow there are liquor bottles EVERYWHERE. There are locks on the bedroom doors - but they were only in the room for five seconds. I guess they assumed it was like a hotel where they would be able to lock the door and then unlock it when they came back. This is my listing…
I called up AirBnB tonight again because I got a notice to review her - which means she got a notice too and she didn’t even stay here. I can just imagine the review she would give me based on what she said in her request for funds message. AirBnB said not to respond to her request for funds and to wait until Saturday - then I will get a notification to escalate it to AirBnB and to do that.
I am wondering how AirBnB will handle this. From what I have read on here - they don’t really side with the hosts - they will side with the guests. But if they give her a refund - on a FLEXIBLE refund policy to boot - then why even bother having a refund policy if the guest isn’t held to it. This is 4th of July weekend at the Jersey Shore and she took up three days- - Wednesday to Saturday during a prime tourist week.
What is even more surprising about her concern about “security” is the fact that she had asked if she could stay the 1st to the 2nd. But I have someone booked that day and the two rooms upstairs are reserved for just ONE set of guests at a time. I told her that I could ask the person who was going to be staying if it would be okay for them to stay in the other room while she was here. This is that conversation…
"Daughter’s college orientation.
arrive Wednesday around 1 or 2
_I need the place Wednesday night through Saturday night _
_Is it available for Saturday? _
It seems to be booking me only 3 nights. It should be 4"
“Hi Kimberly. Someone is actually already booked for Saturday night. I could ask her if it would be okay if you stayed in the other room but I see that you have three people so for that night you would have all stay in one room as well. If you are okay with that I will ask her.”
"Yes, please ask her.
If not, can you recommend somewhere to stay Saturday night? We are going to a Broadway show in NYC Saturday at 2:00pm and then heading back to Tennessee. We could stay in the city or start heading back south and drive a few hours. Any suggestions for places to stay would be so helpful."
After I told her the person said it would be fine with her if they stayed in the other room upstairs, I didn’t hear anything back.
What are people’s thoughts?