Andrew put down as one guest for the booking. However, he advised later that there will be 10 people coming. I explained to him that the price is based on the number of people coming not staying as per listing description, Andrew was really upset and would like to cancel the reservation. The request was rejected based on the cancellation policy. I offered him a discount on the additional people coming. However, Andrew then changed the story that additional people will be staying. I still offered him the discount of 100 dollars for 10 additional people coming (10 dollars per person). Around 7:00PM on the check in day, Andrew called and said they were not happy with everything and would like to leave and request a refund of 100 dollars for the additional people coming. I refunded him immediately. I went over that night and checked to ensure everything is ok. There was clear evidence that the swimming pool has been used with foot step mark along the poolside. Andrew then requested the refund for the whole booking, I explained to him that the house matches 100% of the listing description. It is a house on the beach with private swimming pool and backyard. The carpet has just been steamed cleaned by Andrew’s group arrival. It has a few marks because it is not a new carpet. However, it is very clean and as soft as wool. Andrew mentioned one spider web on the ceiling. I then feedback to the cleaning company I use immediately and they have included this in the cleaning checklist. However, to request a refund due to one spider web on the ceiling is a bit unfair.
In regards to the refundable security deposit, I explained to Andrew that it will be released back to his credit card account as soon as he checks out. However, since I found out from AirBNB that this is unacceptable, I cancelled the request straight away. The security deposit has never been charged from Andrew's credit card.
The guest group who checked in straight after Andrew was extremely happy with everything, including location (1 minute walk to the white sand and 10 minutes walk to Frankston CBD), the cleanliness of the house, the space of the house, the private pool, huge backyard, etc.. They called me directly to say that they will definitely come back. Luckily, I have the support from most of my guests that can keep me going on the AirBNB. Thanks to Andrew that I learned another lesson that some guests on the AirBNB try to take advantage of the platform and stay at people’s place for free. We all need to work together to prevent this from happening and keep the platform going for good future.
Feedback from most guests are that my place help them to fulfill a dream of staying at a beach house for such affordable price.