Guest requesting full refund on a property listed with no AC saying it is too hot

More info: I have a duplex (2 unit building), with one 3/2 unit upstairs, and one 2/1 unit downstairs. I list each unit separately, as well as the whole property combined, meaning somebody can rent the whole building. The title of the duplex listing includes the word duplex, and I also provide more detail on the fact that it’s a duplex in the description. My listing is marked as not offering AC as it’s an old building and doesn’t have sufficient electrical to support whole house AC. It is in Connecticut, and the summers can get hot and humid. I do provide 2 window AC units in each unit, have ceiling fans in each bedroom, and a number of portable fans. I lived there for 2 years and found this sufficient, although it takes a little time for the AC and fans to cool the place if it has been sitting for a while. This guest booked the whole house for 2 nights. On my first message to them it became clear they had not read the listing as they asked about the unit breakdown. This was past the cancellation window. I asked if they still wanted to stay and they did not respond. The next day they checked in after 10pm, and then about an hour or so later said it was too hot and said they had checked out and wanted a full refund. I said no, but offered a 50% refund if they completed the cancellation by midnight. They then called support and requested a full refund. Support contacted me and I explained my position and said I’d offer a 50% I then sent a follow up message extending the 50% refund until 9am the following morning. They did not respond. In the morning well after 9am they responded and continue to insist on a full refund. I told them I can no longer offer 50%, but if they complete cancellation by 1pm I will give them 25%. They contacted support again and demanded full refund. I told support I can now only offer 25%. My feeling is I am being generous offering anything as the issue is their fault. This is based on my perspective that they did not review the listing, nor did they communicate effectively, nor did they give it time for the AC and fans to cool it before leaving, and didn’t make any effort to inform me of the issue before leaving. Reminder, it is listed as having no AC. I consider the AC to be a bonus. I’d appreciate any thoughts. UPDATE: it seems like Airbnb support has screwed this situation up. I spoke with support last night after the guest informed me they left, about 11:30pm or so. At that time I told support I would offer a 50% refund if the guest cancelled. They said they would relay the message to the guest and follow up with me, and the calendar would be opened if the guest accepts. The next morning I got a vague message saying “Do not need to worry regarding anything. As we have taken care of the guest.” I then asked for clarification of what that meant as the calendar was still blocked. About 30 minutes later they said the guest declined the offer of 50% and I would be getting the full payout. Several hours later the guest messaged me still demanding a full refund. I reiterated my offer A while later the guest asked me how to cancel. I called up support and they said if the guest cancels they will get nothing back. If I cancel I will get no payout and will also be penalized for host cancellation. They said the only way to give a partial refund is to do no cancellation, but just refund the money. I pointed out this puts me at risk of getting a negative review, and the point of the refund is to avoid that. They then told me the partial refund has been initiated, which was a shock as there was no agreement between the guest and I at this point, and still isn’t. I went and looked at the transaction record, and it has been initiated. This is extremely frustrating and concerning! UPDATE 2: It’s finally resolved. The guest canceled the reservation and agreed to the 50% refund. Airbnb support contributed to the drama of this situation and gave me incorrect information about how cancellation works, but it ultimately got resolved. I do believe that they explained to the guest that in this case they were not entitled to a refund and convinced them to take the offer. The cancellation came too late for me to have any chance to rebook, which was the original purpose for me to offer a refund at all. --- **Post Details:** - **Subreddit:** r/airbnb_hosts - **Author:** u/KeyWeek - **Score:** 138 upvotes - **Upvote Ratio:** 78.0% - **Comments:** 193 - **Posted:** 7/11/2025 - **URL:** https://reddit.com/r/airbnb_hosts/comments/1lxdhv5/guest_requesting_full_refund_on_a_property_listed/