i’m venting. a guest booked at the very last minute for 5 days and came in last night. she’d had to cancel several places she’d booked at the last minute because she didn’t like the stuffiness of the apartments.
they left after checkout this morning, contacting me by email (i live upstairs) to tell me her husband booked a surprise hotel and she wanted me to refund all the days left.
i have a strict cancellation policy (no refund). she called to make sure i would refund her; i said i could refund according to a moderate policy (half). she said she’d already called airbnb and they told her i had to cancel. i’m not falling for that.
when i went downstairs to start cleaning, i found that not only had she taken her makeup off on my sheets and blankets (white), but she left the iron ON in the living room (after using my wooden table as an ironing board (there’s a regular ironing board there) - a fire hazard!
i called airbnb; case management had her on the phone at the same time (she called them back). so i told my tale to the poor airbnb customer service guy, who could only sympathize. then case management called me back. because of the late checkout and the mess, i wasn’t willing to refund everything, so i said i wanted to charge her for a second night, and refund all the money for the remaining 3 nights.
and then, in addition, airbnb said they were going to refund her 3 nights, and take a loss by giving me a third night’s fees. they cancelled on her behalf, made it so neither of us can leave a review (which would have been bad on both sides), and opened my dates back up. the extra night’s fee was very nice on their part, and helps to make up for the probability of my not being able to book those days at all because it’s totally last minute now.
thanks for reading my complaint. it’s the very first time i’ve had a problem with a guest, and airbnb got themselves right in the middle and prevented total war between me and this guest. so i’m happy.