Barn by the Bay

We issued a full refund immediately, once we realized there was a problem the next morning. We could not refund Airbnb’s fee though, as it isn’t an option provided on airbnb. This was a $30 night stay advertised as indoor glamping, not a romantic getaway. The main heating unit had just gone out the day before, and so we used space heaters in the main hall to make up the difference as we waited to get it fixed. We had several other guests spending the night with us in identical rooms right next to theirs, none of which had ANY issues that were reported, and we asked each one carefully, especially after a complaint such as this. One even had a heater in their personal room, and theysaid that they didn’t even bother to turn it on that night. So I really don’t understand why this guest had SUCH a terrible night overall, and can’t seem to let it go after a full refund and a thorough apology. But I understand that people have different tolerance levels and she was right about the fact that we should have been more upfront about the issue to begin with. I simply told her that had she said something earlier than 1am, we would have been able to address it as we don’t charge enough to support a 24\7 on all staff, and she took that as me blaming her for the problem. I worked very hard to be kind and understanding. We have a near 5 star rating overall on airbnb with over 250 reviews, and we work hard to maintain that. This guest had zero reviews from other hosts. In spite of my very best efforts, including an immediate full refund, this guest was still unfortunately not satisfied and has felt the need to escalate the situation as much as possible. By the way, we were able to fully fix the heat situation that same day.