Guest want refund for leaving (their choice) but chose non refundable option.

[Jessica2674]

Hello, 

I have a guest who booked two night (our minimum) with the non-refundable option. 

They complained that there was a cat in the place and it’s so bad they can’t breath or stay another night. We do have an outdoor cat on the property but we are super, super strict about letting the cat in, we have a ring camera and haven’t seen the cat come in or any other guest bring a cat prior to the stay. We also have a disclaimer about the outdoor cat and small dog on the property. 

They want a refund for the night they didn’t stay and requesting half of the total THEY paid for. 

Any suggestions or help? 

[Emiel1]

@Jessica2674 

The non-refundable option does not offer a refund when a reservation is cancelled  by the guest.

There are few exceptions:

- the cleaning fee is refunded when the reservation is cancelled before check-in

- A issue is reported as listed in the "extenuating circumstances" cancellation policy.

Seems to me both exceptions do not apply here, so  no refund.