Hello Hosts,
I'm new on Airbnb hosting journey (about 3 months). I just had a not so good experience with one of my guest on the 1st Jan (how bad) that she suddenly found a cockroach in the bathroom. When receving her message, I was in the house in 20mins but she left immediately and requested for refund which I did it for her during an hour.
She left me a review which I don't know yet but 99% of possibility is a bad one (I asked her for a good review and she said sorry lol). The situation is I have neither received any feedback about cockroach nor from my self experience in my house but I must admit that it can happen here where I host. I also read through a lot of your advice here but I found nothing about how to reply professionally, yet calm and good for your futures guest for what happened (I mean the review is somewhat true) but not usual.
I would appreciate for any recommendation with actual review.
Happy Hosting!