@AZ-Housing0 There’s always a reason, even if it’s an erroneous one. Can you elaborate on what specifically happened with the guest? This way, we can provide better feedback to you.
I just read your last 2 reviews for June. In one the guest complained about lack of communication and things needing to be fixed. This guest more than likely requested a refund. Is this the one you’re talking about. Then, the guest in the second review complained about very basic amenities.
Just remember that communication is key—your communication with your guest is just as important as communication with CS.