Hi guys,
Currently I received my guests message after the check out.
We host the Airbnb since July, and everything was great, we try to manage and please every single group of guests. So far, all our guests are very happy and satisitfied giving us very positive feedback.
Until we met this guests. She is so hard to please
The problem is. First, she complain the towels are still damp, so that they clean the towels themselves.(every time the guests check out we have our cleaner to go and clean up, happen to be on the same day there are people checking out, so we don't have enough time to wait it dry.. but I thought it's not our responsibilities to offer the towels, we just try to give the towels as convenience) Second, she complain one of the shower room has no curtain. Third, she complain one of the bathtub has the crack.
As soon as she told us all the matters, the next day we right away ask for people to install the curtain for them
The bathtub crack thing we can't really repair for now, since that one need the big construction
The towels matter, I also asked them if you don't mind I can go buy and bring over the new towels, but they said don't need since they wash and dry themselves.
They told us because of no curtain and the crack, they didn't use the bathroom for shower.
But for all along the time, I never receive any complaination from any other guests.
I think all these matteres is because they don't want, not because they can't use.
But only after few days they check out, they try to ask for the money refund (total 4 nights, they asked for 2 nights refund)
But we disagree about it. So they will go ask for the Airbnb resolution center for the assist.
May I know how is that working?
I want to know what is the standard of asking for refund..
I strongly think they have misconception, confusion between hotel and airbnb..
We are not fancy, we are not perfect, but we really try so hard to satisfied the guests. After they complain about the things, I pay the worker to install for them. I also told them I can buy new towels and send it over. But the bathtub things(small crack) I really can't repair now.. it requires a very big amount of money and time.
Why all the guests are satisfied, no complain, but this guests got so many problems and want to ask for refund?