The guests booked our condo few weeks earlier before their arrival under the AIRBNB strict refund policy which doesnt allow much room for refunding them; they were well aware of that. While initially everything was great they started complaining only after we didnt accept to refund them the amount of the booking mainly because we had other requests for the house which we have lost and the strict refund policy which was visible when they were making their booking and has very clear. In addition their claims were not substantiated and was not possible to verify them as they refused having someone looking inside the house. When i asked them to send a friend who was speaking english to look in particular the internet connection and verify with vodafone they refused.
We have bought specifically and only for them the 4GSIM, paying an additional 70euros, and I have checked it personally with VODAFONE, the internet provider, and it was working fine. VODAFONE has an english speaking technical support unit and I asked them to contact it so they could email back to us a reply in english so I could see what exactly the problem was, but the guests never did this. So I was unable to understand what the issue was as when I bought the 4GSIM before their arrival and had test it for few days all was fine. This year we had 3 groups of guests in the same house before them June and July and not a single person complaint about the internet, the house and the bathroom. As I was traveling I was available 24/24 via (Hidden by Airbnb) , viber and mobile but when i tried to reach them they were not picking up and they didnt accept to have a friend of mine checking on the internet claims. For their own personal and professional reasons have decided to shorten their stay initially was 3 weeks , then they asked to make it 1 week and then they decided to leave on the 2nd day.
While I found our initial communication easy and pleasant, and their initial messages mentioned that they loved the house and everything was very nice, their behavior have changed. Maybe they had their own personal or professional issues but from our side we have made all efforts to assist them, troubleshoot problems and make them feel comfortable like we did with all our guests who like us , the house and the area so much that they return to spend summers here for the last 4-5 years.
It is a pitty to have such attitudes from guests but whoever have spend summer holidays in our place have come back again and again. Of course once in a while you might get unsatisfied guests, which is how life it is.
We wish them luck in their personal and professional lives and if they decide to return, with a better attitude next time we can host them for a free week in our place.
Airbnb is a professional service provider and respects the rules it imposes concerning reservation refunding especially when guests claims are little generic and without valid proofs. AIRBNB have paid to us the full amount of the reservation according to the strict refund policy.