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We had a guest turn up last week at our apartment, (we had a mix-up with our cleaner because of a late guest the day before) and when the arrived the apartment wasn’t clean.
The customer rightly called me and complained, at 4:30pm, i arranged for our cleaner to head down and clean the apartment.
I called the customer back, offered to send him back enough money to cover him and his guests to go out for some dinner and that the apartment would be clean when they got back.
He then said that they’d had enough and were heading home. The stay was for 3 nights and now he’s asking for a full refund, not sure where we stand on this?
What is your cancellation policy?
If they complain that it was not clean to AirBnB customer service and show photos they will be refunded anyway, so I feel you have little in the way of options.
What will a 1 star overall do to your ratings?
Airbnb does say a host should be given a chance to rectify concerns raised by guests, so if you agreed to send a cleaner straight away and offered to buy them dinner this does sound reasonable.
However it depends on what arrangements your guests had made for the day of their arrival.
The guest will be able to leave a review regardless of what do/offer and Airbnb can decide to refund them in full even if you refuse so in lots of ways you have little choice as to what to do, probably best to agree the refund gracefully.
Thank you, that’s what we were leaning towards,. However, he’s asking for the full amount, which obviously includes AIRBNB’s fee, Not sure how that would work?
Sounds like they were tired out, maybe having a spat and you provided an escape. It looks to me like you need to arrange a full refund.
Did your cleaner really miss the cleaning or were they making a fuss as an excuse? The fact that they refused a good resolution is odd. I’d go for a free dinner while the place gets cleaned. I n fact I’m going to remember that as a remedy.
The way I see it is your uncleaned listing is a “travel issue” under 1-C.
The guests alerted you/Airbnb within 24 hrs, but didn’t give you a chance to resolve the issue, as they outline in section 3. Based on their own policy, I don’t think they deserve a full refund. I’d get in front of it by calling Airbnb myself. Sometimes being the first to explain the situation put CS on your side.
If the guests ask you for a refund, direct them to Air.
@DaleW Another scenario could be they came for an event, had a deadline to get ready by and couldn’t afford to wait two or three hours for a cleaner to finish before they got ready, so had to find an alternative.
