Your guest has just arrived at your property or is already staying for a few days and suddenly they complain about something (cleaning, missing items, damage etc.).
Please inform us right away for instance via Whatsapp or email and try to solve the possible issues together with your guest. Demonstrate that you are available and ready to help.
Please do not issue any refunds directly to your guests; neither cash nor bank transfer. Any compensation offered to the guest must be made officially through the channel and payment method the guest used for his booking. We are here to assist you with our expertise so that you can make the best decision when it comes to a possible compensation. Also in case of communication we issues, our international team is happy to assist and translate for you during our working hours.
If your guest has booked through Airbnb, please be aware of their hosting standard policy which could allow them to decide on a refund or on a cancellation in case of violation of said standards if valid documentation is provided by the guest. Especially in cases which pose a health hazard, such as mold, missing water, missing electricity, or even property not as advertised, Airbnb may decide on a full refund.
Please document your side of the story with evidence like pictures, Whatsapp chats and similar and send them to us. The more solid your argumentation is, the easier it will be for us to mediate.