I’m a Superhost, I’ve enjoyed that. I accept minimum 2-night bookings and run a moderate cancellation policy.
I had a guest book in for 4 nights with 5 adults. She emailed me before arriving with concerns there might be bed bugs (there aren’t) - just setting the scene here.
They arrived late and at 1 am she sends me a message (waking me up) to say she is disappointed. I go back to sleep.
In the morning I address her concerns and tell her that I will refund the cancellation fee because I don’t want guests to be unhappy. (PS first time I’ve had anyone do this anyway)
She goes onto airbnb site and amends the booking. I accept it.
But this is when I think the AirBnb system has it wrong:
- On the basis that I only accept 2-night bookings - there should be some kind of flag here that a guest should have to pay a minimum of 2 nights.
- On the basis that I have a moderate cancellation policy - this should still be imposed even if I accept the alteration.
- If I decide to refund the cancellation that should be up to me not that a guest has chosen to click the alteration button instead of the cancel button.
To add insult to injury this (stupid, annoying) guest left 3 x 3 stars on her review bringing my perfect 5* to 4.9* in one fell swoop.
I would be interested to hear your thoughts. There has been no joy speaking to the help desk.