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[kmxu]

Hi everyone need some urgent advice and help as our cleaners messed up and did not clean before our guest arrived. The cleaners are in route and the guest is asking for a full refund plus us booking another accommodation near our place which we don’t think is reasonable.

Would love any advice on how to deal with this. If we bring this to airbnb would they side with the guest?

[bradlori]

At this point, chalk up the L and just move on. If i were a guest I wouldnt want to wait around for the cleaners. Why would you want disgruntled guests in your property? You're just going to end up starting a new thread in a week asking for advice on how to review a "bad" review.

[jane345]

I would honor the request. It is up to you to make sure that the unit is clean BEFORE they arrive. I would not want cleaners coming in while I am staying there, would you? If you are going to own a business then it is up to you to make sure that jobs are getting done. It can take my cleaners 4-6 hours to clean our place. Should the guest have to wait while it is being done when it should have been done before they arrive? You are in the hospitality business and showing up to an unclean place is not hospitable.

[CEOofFUN]

Let them move on. Aside from losing out on the $ you don't even need to help them rebook or find new accommodation - airbnb will take care of that.

[alphawat]

Call Airbnb to give them a refund and let airbnb find them accommodations at their own costs. Airbnb will help them find a new place. And make sure you APOLOGIZE.

[iggyz]

Give them their money back, and they (Airbnb) will find them another place. Opportunity cost for you but at least you're only cleaning once. And you'll avoid a scathing review with them out of the picture and the trip cancelled.
You might also want to ask your cleaner for reduced price on this cleaning since they cost you money (unless it was your fault they didn’t show up on time).