Difficult guest

[Amy24]

Hello,

I have had an instant booking for my property for when I was away.  I asked my cleaner to go and make ready.  We had had a big party just before and she threw some of the fold up beds into the cupboard but otherwise made the space look perfect.  The sheets are dark blue and there is a small bleach stain on them when you pull the duvet back but otherwise they were clean.

He had arrived at the property, I welcomed him by talking to him on the phone as he entered and 'virtually' gave him a tour of where he could find things.  He seemed very happy. He wanted to have an additional person to stay and I said that would be fine and told him where he could find an exta air mattress (in the messy cupboard).

Then he messaged to say that it was not suitable, the sheets were dirty or at least unironed, and things were just thrown in the cupboard and it wasn't to his standard.  

He wants 100% refund.  He also stated he was at the emergency room with his son.  I'm not sure what to do.  I've lost the ability to rent this space over the weekend, I organised my cleaner to go in and get ready but I also feel like he may be just trying it on.  I am going to get a crap review no matter what to which I can respond.  What would you do?  I am a super host and have nearly perfect ratings on this lovely property (coach house in my back garden).

Would love your advice. 

[Linda108]

With the number of listings you have along with almost 500 reviews, @Amy24 , I am not sure I could offer much to your experience in this case. 😄   For what it is worth, I would just roll with the guest cancellation.  Your cleaner should not have stuffed the closet with unclean sheets if the guest would have access to it.  Perhaps the cleaner was taking a short cut but any guest access should be clean and orderly.  

As to the review, should the guest post a negative one, it will have little impact on your status and all the other great reviews.  Your post seems to reflect that you think the guest was somehow being deceptive.  Perhaps that is important for other hosts to know but I would imagine you need to be careful about any accusations that could cause the review to be removed.