Guest wants refund because I wasn’t home so they left at midnight.

[Kelly---Jack0]

My boyfriend and I host together in our home under my Airbnb account. We had two high maintenance young women (sisters) show up the other day. Apparently they were under the impression that I would be there, but I was at work. They left around midnight before I got home because they were uncomfortable in a house with no women. Now they are requesting a refund. Is this allowed? 

[Alexandra316]

@Kelly---Jack0In this case, I wouldn't worry so much about what's allowed: I would worry about what the guest is going to say in their review if you refund vs. not refunding. Their complaint seems frivoulous, given that you make it clear that you and your boyfriend host together. If they wanted a female host or wanted you to be there, they probably should have made that clear at the outset. However, it doesn't mean that Airbnb won't refund them or give you other problems if the guests call and complain. If it was a one-nighter, I would probably chalk this up to a bad experience and give them the refund, honestly.

[Alexandra316]

@Kelly---Jack0I disagree with Paul: I wouldn't get Airbnb involved unless you have to. They could end up making a mountain out of a molehill if the guest says anything about being uncomfortable with your boyfriend. Also, I think offering a refund with a quick apology might be the best way to diffuse the situation. 

If they do happen to leave a bad review, then you can also come back and say something like, 

"Sorry that you weren't happy with your experience, despite us giving you a full refund because you chose not to stay the night. As stated in my profile, my boyfriend is my co-host, so he may sometimes be the person doing the meet-and-greets on arrival. If you had communicated that you wanted to have me on site during your entire stay, I would have made an effort to make that happen or communicate that it wasn't possible so you could make other arrangements. Safe travels, and have a great day."

[Lan1]

I would do the same! After few years Airbnb experience, I realized it is not worth the time and energy to deal naturally picky and difficult guests unless there are evidences that they intentionally taking advantage or cause trouble. Anything if money can resolve it, it is easy thing! Airbnb made decision for me by fully refunding a last minute cancellation due to wild fire in San Francisco Bay, which was on for few weeks. Guests changed mind about 2 hours before check in. Tried to get Airbnb CS involved, but waisted time and energy....

[Paul154]

@Kelly---Jack0 

I don't know if or if not this is allowed. I would just let Airbnb take care of this.

Either they refund guest or don't, or ask you for your side of the story and then decide.

Whether you choose to refund guest more money is up to you. Just realize that if you do choose to refund them, they still may review you poorly.

As a male, we are trained to respect a female's discomfort with the company of males. It's just one of those things.

[Allison2]

It's allowed for them to request it, but I would decline it. They can escalate it to Airbnb but the agent would need to find evidence that the listing promised something you didn't deliver. Also, guests need to bring an issue to your attention and then give you time to resolve it.

It's helpful to know the details of how a guest refund works. Some CS agents will push you to refund a guest when it's not warranted based on their own policies. Note that they didn't follow the process to inform Airbnb and work with you to resolve the issue. By leaving w/o informing either they don't have a leg to stand on. You may need to point this out to a CS agent if they do escalate it.

https://www.airbnb.com/help/article/544/what-is-airbnb-s-guest-refund-policy-for-homes

I could understand their complaint if you advertised a "woman hosted - for female travelers only" experience, but that's not the case at all!

You have a picture of you and your BF as your host pic. Your listing describes 3 other bedrooms occupied by renters and give no guarantee those are all women. If they wanted to ensure a female escort in the home at all times they ought to have made that (ridiculous) request before booking.

I wouldn't refund a cent. When I make stupid decisions I call it my "idiot tax". They made an unfounded assumption that you would be in the home (all the time? just at night?) - they pay the idiot tax so they learn to read or ask questions next time.

[Amy-and-Brian0]

@Kelly---Jack0 Did they make the refund request via the resolution center or AirBnB customer service?

[Kelly---Jack0]

They didn’t request it through Airbnb at all so far. They actually texted my boyfriend 3 days after their stay to apologize for leaving in the middle of the night and said they thought a woman would be there and their wasn’t so they were upset and want a refund. They had his number because I told them to text him in the morning to meet to drop off their stuff (we were accommodating an 8am check-in which they were 3 hours late for, my boyfriend had to come home from work and wait 3 hours for them...ugh) 

[Kelly---Jack0]

I told him not to respond and let them reach out to me through the app, but he replied anyway and apologized for me not being there and told them since the room was used and they left in the middle of the night it was not refundable. 

[Jessica-and-Henry0]

@Kelly---Jack0 

Unless the guests make an official refund request thru ABB, I suggest you (and your BF) just ignore them. And I would also not refund them either. It seems they liked your place enough to stay from 11am till midnight - imo, they got their money's worth.

Fyi, when I first started to host I had a photo of Henry and me together and mentioned in the listing description and profile that Henry helps me host as my onsite co-host. I clearly mention I am rarely home (only about 6~8 nights per month) but we still had guests getting confused and questioning why I am not present and Henry is (sigh~). It got a bit frustrating so I changed my profile name from "Jessica" to "Jessica & Henry" to make it obviously clear that Henry is also a host 🙂 I haven't had any problems since~

[Suzanne302]

@Kelly---Jack0 

I agree with the other experienced hosts who say don't give a refund. I would just ignore them. If they choose to involve ABB there is really little you can do anyway and you can't prevent a bad review no matter what you do.

You have done nothing wrong, just keep that in mind! Agree with @Jessica-and-Henry0  100%.  For clarity, you might want to add your boyfriend's name to your profile. Even though it's silly that you should have to do that, some people are just weird!

[Jennifer464]

I personally do not refund guests who aren't clear with their requirements prior to booking.  These types of guests need to be taught how to be a good guest just like we need to learn what it means to be a good host.  If they are offered a refund, we are telling them that this type of behavior is acceptable, and that you were in the wrong. The next host these guests book are going to have an even harder time.

This is exactly how I deal with giving negative feedback. I am honest about it. It sucks to do but for many of us, these are our homes, and this is a business.  Guest have an obiligation to READ THE LISTING!!! Many issues could be avoided if people READ!