It’s a pity Chloe & Leah did not discuss these issues with us at the time.
Being left with Bad tastes can be avoided if only people would seek out the facts.
Regarding early check in-
Firstly, our place was fully booked out the previous 2 weeks up until the night before Chloe & Leah arrived.
I’m not sure where Chloe got the idea we were empty- up until their arrival.
In fact, Leah asked if there were other guests and I mentioned to her that the last of them left the day before.
This is why I had contacted you well before your arrival to see if you required an earlier check in to avoid any possible overlaps.
As it turned out the last guests left the day before (29 March) on a 4pm flight and not a later flight.
These were also airbnb guests from the House 1 listing
Chloe had originally booked for 28 nights arriving 30th March under our House 1 listing.
Their flight came in well before our advertised check in time on our Airbnb site, which is 12 mid-day. The flight from L.A to Rarotonga flight arrives at 7am.
This is an Air New Zealand service and out of our control. Their flights do not always fit in with our check-in/check-out requirements either.
Basically, you should have booked an extra night at the time of your booking on airbnb for 29 nights to cover this. This holds the room for you.
Instead you were given a cheaper/discounted option and charged only $50 for the early check in rather than the usual full day rate.
Regarding early departure & Refund.
Air NZ changed their flight plans which meant Chloe & Leah would leave Saturday morning rather than Monday morning. This meant their total days with us were now 26 and not 28.
The original booking of 28 days gave you the benefit of our cheaper monthly rate of $65 per night rather than the 7 to 27 day rate of $70.
With the reduced days the new rate applied and ended up being the same amount eg-$ (Phone number hidden by Airbnb) versus $ (Phone number hidden by Airbnb) .
Therefore there was NO refund to speak of.
It was not that we refused a refund or withheld a refund or our cancellation policy precluded a refund-there was no extra funds paid to us to refund.
We definitely had not sold “your bungalow” for the additional 2 nights.
Again, the facts- We had other guests staying in another unit through our other airbnb listing House 2. They had asked to extend their stay for a few more days. We were able to accommodate this and agreed they could BEFORE we knew of your changed flight plans.
When these guests found out Chloe & Leah were leaving 2 days earlier they asked if they could change units. The unit Chloe was in, was closer to the pool and at that time had better wifi connection. We agreed they could make the switch.
To accommodate this meant extra work for us.
We could’ve just left the existing guests in the unit they were in and not made the switch available to them-it would’ve been simpler, easier and less work for us.
Your 2 day earlier departure had a positive flow on benefit for other guests at no extra financial benefit to us.
Chloe & Leah also enjoyed a discounted rate for their return transfers from & to the airport at 7am both mornings. They paid $25 return each. They would be hard pushed to find any cab or tour company that would accept $12.50 per person transfer. The minimum is $20.
To conclude- Chloe & Leah-if we leave you with anything it would be a message about communication being important & that facts are essential. Facts, facts and more facts- leave out presumptions –that way bad tastes & misdirection are gone(or at the least, reduced).Ask & listen.
We wish you luck in your new careers as doctors and hope the rest of your travels go well.
Regards-The Ariana Team-Rarotonga
We enjoyed having you as guests at Ariana, found you both pleasant and approachable, very easy going and relaxed.