I recently had a guest raise an issue during their stay regarding a hot tub that wasn't clean when they arrived. Specifically, the hot tub was cleaned the day before they arrived, but my technician missed some of the grime that can form near the waterline. Very frustrating. The guest let me know it was still dirty at 4pm the day after they arrived. I immediately had it cleaned the next morning at 7:38am. I asked the guest "how does it look?" I received no response from the guest, and instead the guest decided to file an issue with Airbnb support.
Airbnb support allowed them to cut their stay short and depart early without consulting me, the host. They said I violated the "cleanliness" guidelines for hosts. They decided to refund the guests 30% for the two nights they already stayed plus 100% of the remaining 3 nights left in their booking. This amounted to a difference in payout of $868.
Given that I have a signed agreement with them, just using the standard OwnerRez agreement, it seems I have grounds to hold them accountable for the monies owed, regardless of Airbnb's lateral decision making, correct? I do have a card on file for these guests. At the very least, I could charge them an "Early Departure fee", no? They haven't written a review and if I were to assess them for any charges, it would surely be after the 14 day review period is over so they don't take their frustrations out on me.
Interested to hear community thoughts on this one.
Thanks!
Aaron
