I need to write a review for a guest. I am not happy about it, but the situation seems off...
Guest booked 3 nights for a cabin in the woods, but before arrival, they said they were only going to stay two nights and leave early. They never told me this until hours before arriving. Once arrived, they said how beautiful it was and that their son works as a biologist at the local national park.
The cabin in the woods has a loft bedroom on top and a smaller bedroom with closing doors on the bottom. There was no incident the first night. At 1030pm the second night... apparently a bat flew in the A frame log cabin in the woods. They told me in text that a bat flew in, but they didn't leave any doors open. The listing states that there are "dangerous animals" in the area and that we are sharing space with lots of wildlife. I woke up at 430am and replied to tell them to keep the upstairs loft door open and the bat will find its way out. At 530am, they said that they have sent notification to AirBNB that the listing is not safe and will work with them for a refund. They said they had to lock themselves in the downstairs bedroom out of fear and didn't get to enjoy the upstairs loft.
I immediately called a bat person in the area who didn't find a bat or any evidence of a bat. The guest didn't have photos and no guests before or after mentioned a bat.
The upstairs bedroom was untouched during their stay so they didn't stay there the first night.
I was surprised at their reaction since their son is a biologist and would have helped them, at least to calm down. I didn't give them a refund since they already told me their plans of leaving early and no evidence of a bat. They have already written me a review and now It's my turn. How do I not recommend them and be polite and clear? I feel that their reaction was over the top with no evidence and because I didn't give them money, they are retaliating with a bad review. Thank you.
