Advice appreciated.
A guest cancelled reservation upon arrival saying there were cobwebs near the door and that the house smelled bad and they couldn't stay.
I was stunned as, firstly this has not happened in the near 6 years I've been hosting, and I had my cleaner in that morning.
I have a supervise status and a 4.9 rating for cleanliness.
I got my cleaner to return to house as soon as they left to check, and she reported all looked fresh and clean. Only smell was a natural Danish wood oil from new timber shelving.
Guest requests full refund on my strict cancellation policy. I suspect my listing was not read thoroughly, and these guests just didn't like my place. They didn't follow instructions I provided for check in, or for booking, so I believe they just chose something unsuitable to their taste and now making excuses of bad smell and cobwebs.
Should I refund?