I agree with @konacoconutz. If hosts reward bad behavior with refunds, guests will engage in bad behavior so they don’t have to pay.
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Based on the posts I’ve seen here that sounds like a losing battle. Since it’s not something I’ve experienced and probably won’t, maybe I don’t understand. I would not want to spend additional hours writing, calling, and fighting only to have her get the full refund she’s demanding. I hope you are right that she can get rid of her without refunding. I look forward to @Peanut updating us.
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Refunding does nothing for a horrible guest. They can still leave a review and trash you. Besides Air may do their own refunding. This guest is crazy. I hope peanut has called!!!
@Peanut, can you please update us?
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Should that be:
wouldn’t know where to start
?
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Thank you for the continued concern. I am now steering clear of them until they leave tomorrow. They refused to leave when I offered to cancel the last night of their booking. She is demanding full refund and money for ruining her family’s holiday with bugs, spoiled food, etc etc. . I suspect that their initial request for ‘more’…irons, hairdryers, towels, pillows and linens before they landed, which I stupidly provided despite having had more than enough, will be going away with them in suitcases. I have receipts and will add to the case but …I’m sure things are far from finished. I have pulled the listing and won’t rent to large groups going forward. One has zero control. As I imagine how much worse things could get, even if they were rowdy and destructive, calling the police when the police have better things to do would leave me feeling like I wasted taxpayers money…a public service to manage a business expense…Let’s hope it won’t come to that. I’ll update tomorrow after I get home from work and they…hopefully…will be gone. Sincere thanks again for the real time care and support. Much better than the ‘We can’t take sides’ Air bnb superhost non assistance…
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Offered to cancel? Just cancel and force them out. If you are pulling the listing anyway it won’t hurt your ranking or status. I’d call Air and get them out. As I said before I’m a fan of refunding the unused time but others disagree. I’d also be over there supervising their departure and making sure my stuff didn’t walk out with them today while I was off work.
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Ugh I take back what I said earlier. Truly horrendous guests - they sound totally entitled.
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Since things have turned sour and aggressively so, I would definitely be standing by along with a witness to monitor their departure. Preventive measures are called for.
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I am glad you didn’t cancel even a portion of their booking! That could have worked against you! Please, if you are still able, go in and WITHDRAW the cancellation offer?? Or did you verbally offer?
Never offer to cancel without getting Air to do it for you without penalty. There’s no reason for you to take the fall.
Unless they have PROOF of bugs, etc., nothing is going to fly with Air. How DARE they accuse you of serving them spoiled milk!!! When it was a gift in the freaking first place. I hate these guests so bad on your behalf!!! My blood is boiling!
Police won’t usually intervene in these matters as you gave the guests permission to be there. Police are meant to intervene in criminal matters and won’t take sides in a civil dispute.
I’m sending you an invite to our PRIVATE BGL. These losers need to have their heads hanging on that hall of shame so no host will ever rent to them!
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Since she used the site before and has no reviews, I would ask the Air rep. if they can tell if she has been refunded before. I doubt they would share this info with you, but it will at least plant a seed in the rep’s head if this how she gets freebies or vouchers.
It sounds like she was setting up a refund from the begining. I’m not sure if the milk and cakes were gifts or if you include breakfast in your pricing. If they were gifts then you need to be sure that Air notes this. She was just looking for anything to complain about from the beginning. I’m certain that out of 13 people, there were quite a few in the group willing to eat cakes that had been baked a few days prior.
And what do you mean she asked you to purchase more irons, hairdryers, towels, and pillows, and linens before they landed? Do you accommodate 13 people or was she bringing extra people?
How did she demand a full refund? Did she not acknowledge that they left the doors open with the lights on, and the moths and mosquitoes came in that way? They just didn’t appear at the end of her stay.
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I’m less worried about rankings any more but am worried at the time and people power to have police remove more than 16 people, one of whom is certifiable, from my property on a Sunday afternoon. If I know in advance that they will only leave that way, I’m leaving them alone until tomorrow. They have tickets for flights, so they will go. I’ll use what they have paid to offset inevitable theft and further damage. The sliver lining is that through ten, I found a wise and wonderful group of people off of whom I look forward to bouncing ideas in the future…@
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Thank you for being so thoroughly in my corner! I promise I only verbally offered to cancel remaining nights, to get them gone. No amt of money is worth that. When they refused to leave even IF I cancelled, I left things. Air bnb had told me that police would escort them off of the property. I couldn’t imagine that police work like hired securiyy…paid for from public purse…to risk lives to protect property… So glad I left things as they were. Yup. These are bad people who are good at playing a system. I’d love to join a private BGL if it’s a place where I can out the name of guest in case it helps others. Looking forward to finding more with the follow up. Thank you!
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You should have received the notification! looking forward to seeing them, I will be getting my virtual darts out to get ready to throw. UGH? Bad bad guests!!!
You are correct that police won’t do anything. Air is just wrong and the CSRs have been known to talk BS just to appease you or get you off the phone comforted by a false sense of security. Cops will respond to a criminal trespass but not to throw a guest out whom you gave permission to be there.
It will all be over soon, then get the sage out and walk the property and say a few prayers. Honestly, their bad vibes need to be smoked out!
Great meeting you too!
Just wanted to say how sorry I am that these idiots took advantage of your kind nature. I hope they can find it within themselves to leave your home and your items as they found them tomorrow. Fingers crossed for you!
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Hi again
Is it an email notification, or back in the home site, (which I may need guidance to go back to…?) I am a techno luddite, and literally found you guys when I asked Google my question about 'How do I give a bad review to horrible guests…? "//
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OH! Check up at the right hand corner of your screen… You will see a few numbers on top of your green P.
The blue ones are notifications in the public forum.
The green ones are PMs.
It should show as a blue notification with an @ sign and your name!
I sent photo of screen…only p with a 1 beside it so far…
Sent you another notification…
I was reminded of this thread today. I realize now that @Peanut didn’t return and tell us what happened. Man, I hate when you offer advice and sympathy, even regale with songs and don’t get the satisfaction of finding out what happened in return.
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