“I wan’t write bad review as long as get the refund “

[Lan1]

I just received a bad review because I didn’t refund the guest. She stayed for 4 nights, I checked almost every night, everything went well. Only last night, about midnight, (11 hours before checking out time) she requested alteration and one night refund because the house was very bad.. ( no documentation ). I suggested her to contact Airbnb resolution center. I was willing to refund her as long as the case manager considered fair. She didn’t, finally got mad and wrote bad review. I contacted Airbnb with documentation ( high lighted conversation thread: REFUND OR BAD REVIEW, also high lighted the Airbnb review policy. The case manager just copied some saved response and closed the case.

would you advise?

thank you!

Lan