Nora book very last minute in the afternoon, she asked for the house’s availability at 4 p.m. but then she confirmed ger booking at 7.30 p.m. Unfortunately in that right moment I entered in the hospital to assist my father and I hadn’t Internet connection for 1 hour. At 8.30 p.m. I get out of the hospital and I saw her message with code request to access the house and I suddenly sent to her all details to check in. I have to say that the code is written on Airbnb house’s page, it is visible to guest after the booking. Nora decided to go in an hotel and to not stay to my apartment. She could phone to Airbnb to receive help to find the code if my phone was out of internet connection for 1 hour right in that moment. The refund is management by Airbnb, not by the host. Airbnb has to analyzed the situation before decide to refund a guest or not, because in this situation the house was available and the access code was available too, so there was no evident reason to cancel the booking. They needed time to understand what happened. But Airbnb is always very open to every situation and they understood that this experience was only an unfortunate coincidence, a bad timing and then they refunded the guest totally.
It is the first time for me having this kind of problem with a booking. I am very upset with this experience.
Anyway, the access code to do a Self Check in is always simply available on my Airbnb house’s page after the booking and I do my best to be always available by email or phone call.