We had a guest + 2 other ladies in her group check out two weeks ago that stayed 5 nights - we never received any communication during their stay (even though we urge guests to always reach out if they need something at any time via the air bnb app and we provide our cell #'s).
It's been two weeks and the guest has just now messaged us privately with a list of complaints - cleanliness (one of the beds she describes as disgusting but no details plus interior of kitchen cabinets?and poorly equipped kitchen due to dull knives, and cold during their stay. They are demanding a refund of our cleaning fee $75 plus one night's stay $162. We have a very old 1830's stone cottage, so it does have quirks and character but no major flaws. We had to note in our listing that we recently updated the house with a brand new heater in Sept. 2018, due to heating issues in the past. However, we have not had any complaints about the heating until now from this guest who stayed in early March 2019 and have had several guests stay through the winter. We provide extra blankets and space heaters in each room just in case, because we know old homes can feel colder. She never once reached out to us with any questions or concerns until now...2 weeks later demanding this refund. I'm just wondering the best way to handle it, I'm willing to provide a partial refund out of good will but something just doesn't seem right due to such a long delay in voicing her dis-satisfaction and feeling like they were taken advantage of which to me just sounds really extreme. We just received super host status a few months ago and no complaints like this from any past guests, so this one has just blind sided us and not sure how to respond to her in regards to a refund. Any suggestions?
