10-05-2025, 04:15 PM
Had a guest check in yesterday, at 6:30PM Airbnb support calls and says they are complaining about the air freshener smell and they are getting a headache and want a full refund. We do have a febreeze plug in set on low, never had it mentioned in 1.5 years. My baby is screaming and I have food on the stove so I say I can't talk and get off the call before committing to anything with support. Get a message a minute later from the guests saying they are going to dinner but were finding the air freshener smell strong… nothing about leaving or requesting a refund. I apologize and suggest they unplug it and leave it outside and leave the windows open while they are gone. Then they send another message saying the want to offer 2 options, 1 they can leave with a full refund or 2: "no refund is considered and unfortunately we will have to leave this as an honest concern in our review post stay". I just responded that unfortunately I can't provide a refund based on my policy, I have offered a reasonable solution and am sure the unit will be aired out when they return. Am I being unreasonable here?