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We have a situation
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Managing your guests
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zebedee



Joined: 12 Sep 2014
Posts: 1039
Location: yorkshire dales

PostPosted: Fri Aug 30, 2019 9:54 pm    Post subject: Reply with quote

So long as your terms and conditions support the stance, I would agree with the bring it on stance.
Im pretty sure you are shrewd enough to have a decent set of t&cs.

I would like to see them try and explain how a dog owned by a locksmith would make them cancel a holiday.
Do you have legal assistance in your insurance cover? If so, tell them you will be delighted to sue them if they tell any lies whatsoever.
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Fleur



Joined: 25 Jan 2011
Posts: 433
Location: S.W. France

PostPosted: Sat Aug 31, 2019 12:34 pm    Post subject: Reply with quote

Don't be bullied by these people. I don't think they've a legal leg to stand on.

They booked, they had a lock problem, you quickly called a locksmith, problem sorted. They didn't like the dog of locksmith but I assume the dog left with its owner..
You provided accommodation which I can imagine is as described in your advertisement.

Clients changed their minds and are looking to make a quick buck.
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Fleur
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farley



Joined: 29 May 2014
Posts: 119
Location: Poitou Charentes

PostPosted: Sat Aug 31, 2019 1:01 pm    Post subject: Reply with quote

Agree 10% with advice given. Fleur sums up my thoughts exactly.
Id be interested in what abb are saying regarding these troublesome guests.
Hope you sort this soon Apexblue.
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farley



Joined: 29 May 2014
Posts: 119
Location: Poitou Charentes

PostPosted: Sat Aug 31, 2019 1:02 pm    Post subject: Reply with quote

Oops 100% 😄
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Fleur



Joined: 25 Jan 2011
Posts: 433
Location: S.W. France

PostPosted: Sun Sep 01, 2019 5:03 pm    Post subject: Reply with quote

The booking was made via Air bnb who have already paid you ?presumably.

My feeling is that guests must complain to Air bnb and ask for a refund if they feel they're owed one. The guests didn't pay you direct. Also your agreement with Air bnb is a Strict cancellation so that is surely cut and dried. Guests cancelled once they'd arrived, not you.

If the guests continue to hassle you tell them to take the matter up with Air bnb.

They can leave a bad review but you as the owner should leave your review and you still have the right to reply to theirs .
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Fleur
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apexblue



Joined: 10 Sep 2008
Posts: 2199
Location: UK

PostPosted: Mon Sep 02, 2019 4:33 pm    Post subject: Reply with quote

One star review as promised to which we responded. Now the see you in court threat. Out of ABB hands as we have payment.
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It is better to remain quiet and have one think you are stupid, than to open your mouth and remove all doubt....
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Fleur



Joined: 25 Jan 2011
Posts: 433
Location: S.W. France

PostPosted: Mon Sep 02, 2019 5:28 pm    Post subject: Reply with quote

I still can't see that they've any ground to stand on in court.

Hopefully you've been able to make a good and carefully considered reply to their 1 star review.

I think if theirs appears amongst your other good reviews future guests will hopefully read your reply and ignore the bad one.

Bon courage
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