We communicate our renovation work to all guests 2 days in advance and we definitely missed Informing Jena due to her last minute booking. We slipped. We immediately delayed our work when we heard from Jena and we offered the choice of her moving to another location or a refund. She did not want to move or get a refund so we offered another room in the same building, but on a lower floor to lessen the noise. She did not respond but stayed for a late check-out (6/7pm), so we basically had to block the unit for the night without allowing any other guest to book. We thought that our offer was accepted so we were very happy that Jena appeared reasonable so we extended a free night stay in Hoi An as a courtesy. Again, no message of confirmation from Jena mentioning about a refund. It was only until after our team left a review that Jena reached out to us and asked about a refund. Given what we had done, we were shocked. We addressed the noise issue pretty much immediately (and beyond with a very late check-out) and even though our free night offer was worth just as much if not more than what Jena paid for her stay, we did not believe it is responsible to give out a refund out each time a guest complaint. It would encourage guests to take advantage of Airbnb hosts' hospitality. Had Jena picked up and moved, we would have offered the refund, which we did. It appeared that Jena wanted to stay out her booking, get the extended late check-out, evaluate if she would make use of our free night offered for Hoi An, and then ask for a refund just before giving us this review. This is where we felt out of principle and on behalf of other hosts that we cannot provide any refund at all.
We expected this review and and accept it as fair. It's just that the refund request was very troubling and we will not participate in encouraging it.
With that said, you can expect our team to treat you with respect and urgently handle any miscommunication where we fall short and we'll do everything we can to make up for it, as long as it's fair. However, we will not allow anyone to take advantage of our team's hospitality as it not only affects us, it affects the whole Airbnb community.