A guest who booked 6 months ago for the entire summer a 3 month stay arrived and at 21.45 at night called me to say the internet was not working this was 3 hours after there arrival when i explained i would resolve it the following morning she start a rant on how that was not acceptable and that also the house had no clothes dryer which it does. She then said the house is not clean and she would not stay. I tried to reassure her and also the husband and she then said she felt like crying and start to cry saying she did not like the house i suspected she had been drinking as she was slurring slightly.
I then found out the next day they left and checked into a hotel. I sent her a message and she then said the property was fine but said i had sworn at her and asked her to get out of the property which i did not. She also said i told her i would refund her which i did not. This booking is worth 5000 euro and has taken the whole season up resulting in lost bookings for the busy period. Im afraid that air bandb might refund her. When i go over her old messages i could see her plans had changed in certain ways and suspect she new the refund might not happen so attended the property in order to create a problem. She also at the time i checked her in did not complain and was happy with the property even giving me a bottle of wine.
Im not sure what to do i have reported it to air b and b but i dont want to give her a refund as it will be hard to replace the bookings ive already turned down. Her messages do not make sence and despite my efforts on the phone that evening she is now not telling the truth i suspect thinking air bandb will see the messages.
