Guest Asking for Refund

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Guest Asking for Refund

Kyler J Sloan
Investor · Maggie Valley, NC · Member since 2020 · 284 posts · 85 votes

I think I know what I am going to do, but wanted to ask other investors how they would handle this situation:

A guest brought a 2WD in spite of my 4WD requirement, and got stuck up a 1-way gravel driveway. He had kids who got scared and walked down to the bottom as he backed all the way back down. He is from Chicago, so he was very dramatic about this, in spite of the fact that I sent him a full video of the driveway, required a 4WD, etc.

Then, because it was after 12 am on the day of check in, he was able to leave a review, and gave me 1-star on all categories. After this, he asks for a refund.

I got his review removed, so no issues there. Also, I got the same dates booked on the very night he canceled. So, double revenue.

Would you give him a partial refund in this case? (perhaps for the cleaning fee)

While he does not deserve it after the malicious review, he did go through quite an ordeal while I suffered no loss of revenue.

What would you do?

1Reply
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Most Popular Reply

Paul Sandhu
Investor · The worst town to live in, KS · Member since 2016 · 4k+ posts · 4k+ votes
3y

Partial refund.  He took your time so you need to be compensated.

4Reply
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21 Replies

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  • Paul Sandhu
    Investor · The worst town to live in, KS · Member since 2016 · 4k+ posts · 4k+ votes
    3y

    Partial refund.  He took your time so you need to be compensated.

    4Reply
  • Mike Shemp
    Rental Property Investor · Stewartsville, NJ · Member since 2016 · 418 posts · 280 votes
    3y

    Agree with Paul.  Partial refund for wasting your time.

    Mike

    1Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    3y

    Partial, but not very much, maybe $50....what an idiot. Idiots should be punished....

    2Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    3y

    I agree with partial refund. The cleaning fee maybe?

    Could you improve the driveway by paving it or making it concrete? Cutting in some zig zags to the driveway to allow non 4 wheel drive vehicles?

    4Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    3y
    Quote from @John Underwood:


    Could you improve the driveway by paving it or making it concrete? Cutting in some zig zags to the driveway to allow non 4 wheel drive vehicles?

    Remember the pictures from when he was just starting out? It is STEEP, I think without spending ton of $$ it's gotta be 4x4 only. IIRC....
    0Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    3y
    Quote from @Bruce Woodruff:
    Quote from @John Underwood:


    Could you improve the driveway by paving it or making it concrete? Cutting in some zig zags to the driveway to allow non 4 wheel drive vehicles?

    Remember the pictures from when he was just starting out? It is STEEP, I think without spending ton of $$ it's gotta be 4x4 only. IIRC....

     Didn't realize this was that one.

    2Reply
  • Theresa HarrisPro Member
    Member since 2019 · 15k+ posts · 11k+ votes
    3y

    Partial refund.  He didn't bother to read the description, so it is on him.

    0Reply
  • Lauren Kormylo
    Rental Property Investor · Phoenix, AZ and Rehoboth Beach DE · Member since 2019 · 1k+ posts · 1k+ votes
    3y

    Don't be surprised if he gets his credit card company to do a charge back for the full amount.  

    1Reply
  • Chris SeveneyBusiness Member
    Moderator
    Investor · VA · Member since 2015 · 21k+ posts · 19k+ votes
    3y

    @Kyler J Sloan

    I would give a partial refund

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  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    3y
    Quote from @Lauren Kormylo:

    Don't be surprised if he gets his credit card company to do a charge back for the full amount.  


     True, But it doesn't always work, I've been pretty impressed with the way banks check that out...

    0Reply
  • Mike Dymski
    Investor · Greenville, SC · Member since 2016 · 5k+ posts · 13k+ votes
    3y

    Include a Darwin Award image with your partial refund.

    4Reply
  • Leslie Anne Morris
    Real Estate Agent · Smoky Mountains, TN · Member since 2022 · 1k+ posts · 984 votes
    3y

    I am inclined to go with zero refund.  Especially if you offered any sort of travel insurance and he also opted to not listen to that advice.

    1Reply
  • Kyler J Sloan
    OP
    Investor · Maggie Valley, NC · Member since 2020 · 284 posts · 85 votes
    3y

    Thank you all for the input. I gave him a refund for less than my cleaning fee with a note saying "the difference is for my time and potential loss of revenue". 

    1Reply
  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    3y

    Perfect!

    0Reply
  • Nathan GesnerBusiness Member
    Moderator
    Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
    3y

    No refunds after check-in. This is 100% his fault, you provided all the appropriate warnings, he could have still walked up the driveway and stayed, etc. I don't like to reward stupid.

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    0Reply
  • Paul Sandhu
    Investor · The worst town to live in, KS · Member since 2016 · 4k+ posts · 4k+ votes
    3y

    I've got a 3 story house that is haunted.  I tell people up front about it.  I tell them to keep it clean and nothing paranormal will happen.  I had some slobs in there....I'll just go to Cliffs.  

    A guy had to run up the stairs and clean the sh!t off his behind in a shower because of a paranormal experience.

    1Reply
  • JD MartinBusiness Member
    Moderator
    Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
    3y
    At the end of the day I'm about time and money. You had no lost revenue so that should entitle everything back, even if he's an idiot. *HOWEVER*, he did absorb some of your time - I have no idea how much - getting the bogus review taken down, readvertising, dealing with his nonsense, etc. That I would charge for, without question. I would figure out what a reasonable hourly rate for my time is and charge accordingly.

    Figure it this way: on a long term rental, if someone bails for whatever reason, virtually every state requires you try to minimize your losses. You're allowed to charge the bailing tenant for your losses but not your potential losses, i.e. if someone backed out of a lease a week before it was going to start, and you found another renter immediately, you don't get to just keep their first month's rent. STR is a little different in that it's hospitality but I would apply the same mindset. Get paid for your time and aggravation but don't be the arbiter of parting a fool with his money.
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  • Henry Lazerow
    Real Estate Agent · Chicago, IL · Member since 2017 · 2k+ posts · 2k+ votes
    3y

    Don't give any refund. He knew the rules. If airbnb removed his review there is no reason to compensate him at all. 

    0Reply
  • Sean McDonnell
    Real Estate Agent · Surf City, NC · Member since 2017 · 648 posts · 597 votes
    3y

    @Kyler J Sloan

    Did the guest give you any pushback with the refund you sent? 

    0Reply
  • Melissa Nash
    Rental Property Investor · Orange County, CA · Member since 2016 · 740 posts · 529 votes
    3y
    Quote from @Kyler J Sloan:

    Thank you all for the input. I gave him a refund for less than my cleaning fee with a note saying "the difference is for my time and potential loss of revenue". 


     Brilliant response!! I love it and might use this! 

    0Reply
  • Scott Mac
    Austin, TX · Member since 2019 · 5k+ posts · 5k+ votes
    3y

    Seems to me like a no refund situation to me.

    AND-->He should have to pay extra for scaring his kids,

    (and seriously, what kid is afraid of a driveway, Monsters yes, a driveway no).

    If he brought a Unicycle would you give him double his money back....

    0Reply
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