Should I refund?

[Lisa6194]

My guest requested early arrival and I accommodated, yet she did not arrive early. When she did arrive, my dog barked at her but my son got him and took him inside. My husband showed her to the unit and answered her questions. She brought friends with her to check in. They looked around and asked if they could return late to which my husband said that was not a problem. (The unit has a private entrance. )Now she has cancelled her stay and asked for a refund saying she felt unwelcome. What should I do? Up to this point we have excellent reviews and I don't want a problem from this. 

[Alexandra316]

@Lisa6194 Sounds to me like she hadn't read carefully and didn't realize that you would be on site. Bringing extra people and coming back late sounds like they were going to party and when they realized it wasn't really going to work, they probably decided to go elsewhere. 

It's up to you if you want to refund: keep in mind  that she could review you whether you refund or not, so giving her money back doesn't guarantee she won't say something nasty. Be aware though that if she calls Airbnb they may very well refund her, especially if she frames it as more of a safety issue with the dog. On the whole, I think I'd just refund her to get rid of her. She sounds like a bad guest, and I think you're lucky she didn't actually stay with you. 

Regarding your last review: I would consider writing a response addressing the issues they raised. Your listing does mention that breakfast and coffee are available: maybe just clarify why they weren't and if you're no longer offering those amenities, remove them from your listing. 

[Lisa6194]

Thank you. I did judt update tge listing and typically, coffee is available. It may have been an oversight as we actually OWN a coffee shop and typically offer a vusut tgere to our guests as well as keep coffee on site. Irritating tgst they never even asked as we keep a container there labeled coffee!

[Alexandra316]

@Lisa6194 Yeah, I hate it when guest comment on something after the fact but don't actually ask for help while they're there. It's a weird mentality. Also, sometimes guests just miss things and it's as simple as letting them know where it is. 

[Branka-and-Silvia0]

As Alexandra said ..... On the whole, I think I'd just refund her to get rid of her. She sounds like a bad guest, and I think you're lucky she didn't actually stay with you. 

[Loni56]

Concordo com as colocações a cima ela cancelou menos. mau