The host lacked sympathy and spirit of aloha.
I made a very last minute booking after experienced a very stressful personal situation. I needed a place with 2 bed for 1 night, and Toms place was available. Tom was very kind in getting the check-in process set up within minutes. However, after we set foot into the property, we realized that the other “bed” was a sofa and has not been made.
This is a very unfortunate oversight. But, given the stressful states of mind my colleague was in, we informed Tom immediately within minutes that we had to leave and cancelled out booking. Overall, we stayed inside the property for no more than 5mins.
Since then, I have been politely asking Tom to issue a partial refund. I understand he doesn’t have to, but, a gesture of goodwill will be appreciated, and I am willing to compensated his inconvenience. Tom in the end chose to ignore the fact that the booking was made at a very vulnerable and stressful situation, and kept the full amount of the money we paid despite we stayed for only 5mins and left without a trace.
Well he could say that he did nothing wrong, the lack of a kind heat is definitely disappointing, and a first in my personal experience.
Emails sent by Airbnb resolution centre would have clearly explained to Tom that a refund and the amount of refund is all at Tom’s own discretion, and would not interfere with any “Airbnb polices”.