Hi everyone, now it’s my time to ask for advice.
We have a guest who left in 45 minutes after her check-in and know she blackmails us with an extremely negative review if we don’t refund all her money.
Let me explain more. To put you in the context we are Superhosts with about 200 reviews. We rent a room in our apartment.
Last week we had a female guest coming for 4 nights (she came from the second largest city in our country). Somehow everything came wrong for our guest:
- looks like she had a hard time with her huge suitcase, looking for our place;
- she couldn’t open the front door at our apartment block building. It is a door with a simple code system (we sent her all possible manuals and instructions in advance)
- so she called me, but I couldn’t answer and texted her to call my partner, who was at home. So, my partner opened her the front door
- my partner offered to help with a suitcase, which our guest refused. I was told later, that she had a really hard time moving her heavyweight to the 3rd floor. Yes, we don’t have the elevator and she knew about that before she booked our place.
So when she checked-in she already got nuts. I arrived about 30 minutes later just to witness that she was checking-out (I heard how she booked another place to stay). So she returned the key and left our place 45 minutes after she arrived.
We’ve called Airbnb Hot-line and asked to cancel her booking, and they cancelled, but just 24 hours later. As soon the cancellation was after the check-in date our guest still can write a review.
So five days after cancellation (I think she just returned home after her trip), she wrote to me asking for a full refund, which I politely refused. Immediately after that, she sent me:
- a payment request through the Airbnb resolution centre.
- an Airbnb message, that she will write an extremely negative review t(hat the room does not match the description, dirty and uncomfortable, the room is very small and there was no repair and no any cleaning for a long time).
I can say that the room is very small indeed and we write about it several times on our listing page. My believe that she didn’t read the description well before she booked and when she arrived she just overreacted and just couldn’t bear it all.
So it looks like she gave us a choice and it’s up to us what way of the payback to choose.
So here we are, it happened 24 hours ago, I haven’t answered on her last message yet and have no clue how to behave correctly. We definitely don’t want to pay any money back, cause we couldn’t rent the room out during those cancelled nights. And at the same time, we don’t want to receive a one-star review from her.
So shall we call Airbnb hotline or something else? Share your opinion