@Francoise6,
Hi Francoise,
[I was unsure from your description if the guests simply departed without immediately lodging a proper online cancelation.]
Sorry for the awkwardness of this situation. It appears that the guests have seen the accommodation, decided it was not what they wanted or expected, but were too reserved to discuss their concerns face to face, while they were on the premises. They probably did not want to offend you or cause conflict. There can be many reasons for this desire for a change to have come about.
No doubt you may be correct about hearing ongoing phone messaging. If a cancellation was imminent, the guest may have been trying to line up alternative accommodation, that would be understandable if they were deciding to leave.
For your part it may be worth reflecting on any communication that occured prior to the booking, to evaluate if these guests got the information they really needed before confirming the booking; maybe you can learn from the experience and prevent a repetition of this sort of thing with future guests.
It may also be useful to request information from the guest about the reason for their cancelation. Do this in a way that does not indicate that you are seeking to allocate or accept any blame. Instead explain that you are trying to learn from the experience and you would value their frank reply/feedback. The answer is likely to be useful, no matter what is revealed.
You cancellation policy can stand, and the reviews need to be honest and fair. Any refund application needs to be initiated by the cancelling guests, and this is what you can respond to via the correct communication channels on Airbnb.
I would also like to suggest that you take the opportunity to email some links to cancellation instructions and guidelines to the guest to educate them about the correct procedure for managing cancelation requests. You only need to deal directly with a refund request if it is sent via the correct channel, ie, the resolution centre.
Stay polite and professional in your email correspondence. From time to time guests may act in slightly clumbsy and unsettling ways.
As for their reason for making a refund request;
Your tariffs are reasonable on a per person basis, but human nature being what it is, they are putting the request for a refund because there is a slight chance you might say yes, so of course it is worthwhile $$$$ just asking.......... : )
Don't let it upset you, continue to be gracious and try to find out what the real reason was for their actions. As a host, that's the really useful bit of info that you can benefit from.
I hope this response has some positives for you.
Best regards, Christine.
Regards, Christine.