Hi @Hayley28
When you have a new post just click on the large red button at the top of the forums. It's best to do this or your post will get lost in the middle of someone's.
Anyway to answer your question.
No you don't have to agree with this, if it's not true and the amount he is asking for is plain silly.
Don't ignore the request. Just write back and say why you are refusing.
What you say depends on the circumstances. If your broadband was fine, say something like.
'We were suprised to see that XXX is asking for compensation due to what is claimed to be poor internet access. We have been hosting for XXX and have regularly been awarded 10/10 for our internet access. We have XXXX broadband width which provides fast access for streaming films, day to day internet use and sending and receiving large files.
'The internet access was consistently of this standard throughout XXX's stay.
'He did not raise any concerns about access during his stay'.