- This topic has 8 replies, 2 voices, and was last updated 6 years, 9 months ago by
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Just wondering any of you ever got an Airbnb refund request? I got this guest from Florida (my first ever out of country guest) stayed in my chalet for 3 nights taking advantage of my last minute weekday deal (not even half of the weekend nightly rate). A couple of days after check-out, I got an Airbnb refund request from her demanding me to refund her the “occupancy taxes and fees” she paid. That is the 13% HST we charged for the government just like any other goods and services sales tax here in Ontario. Her reasoning was she stayed in a couple of other Airbnbs in Toronto and neither of them charged her for that.
I politely explained to her what the HST is and why it’s charged. And then I declined her request.
Then on the same night, she gave me a 4-star review with only 2-star for the value section saying she paid the same rate for a much nicer property in Toronto.
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–Call Airbnb. We’ve never had a guest demand any money back, but not sure if they can change or remove feedback because of an unjustified request. At least it was 4 stars 🙂
–We’ve gotten a 4 star review. Not a big deal.
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I think she’s okay with my explanation and didn’t insist the money (tax) back. And also a 4-star review is not that bad. If she gave me a 1-star, then I would definitely call Airbnb to remove the review.
The lady did leave me some valuable feedback privately instead saying nasty things in the public review. So, I’m kind of grateful for that in the end. There are definitely things that can be improved on our end.
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We always ask people for feedback so we can improve. As long as we’re not consistently getting the same complaints, then we’re doing the best we can.
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Jay, how do you ask for feedbacks? Before guests leave their review or after the review? I want to get feedbacks that can help me improve (I know I have a lot that need to improve), but I would like to receive them privately either through private feedback section of the Airbnb review or just through Airbnb messages. I would hate if the guest leave a long list of complaints into the public review. (Luckily no one has done that to me so far. But I’ve seen that on some of my competitors’ reviews.)
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Makes sense. This is why we message people right after they check out BEFORE they leave a review. we say something like this (encourage you to tailor to your own style):
We really want to thank you guys for coming out and hope you enjoyed yourselves.
We especially want to thank you for leaving the Farmhouse in such great shape. Very much appreciated. We just left you a glowing review so future hosts know to treat you right.
We’re always looking for ways to improve the place, so please let us know if you have any suggestions. Our place is better because of good ideas past guests have shared.
Hope to see you again!
Jay and RyanneThis way we start a private dialogue over any issues or suggestions. We let them know we left a great review for them already. We never let the guest leave the review first.
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Love it! Thank you so much, Jay! I do the part one myself too, telling guests that I left them a 5-star review and would like to also receive one from them. I need to work on the 2nd part to invite feedbacks privately to improve my property. I think I’m going to steal some of your wording. Thanks again!
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