Need advise on noise from upper unit

[James977]

I am new to hosting.  I have a lower unit condo in a ski town.  The listing says that their are neighbors and the walls are pretty thin.  My most recent guest complained of construction noise from the upper unit and asked about a refund.  She thought that i knew of the construction.  I informed her that i have no way of knowing when there is construction because I haven’t even met the owners of the upper unit yet, and that seemed to help.  

I cant tell if she is just a chronic complainer because among her other complaints were that the unit was too cold when she checked in (ski town temps and the heat is turned down when not in use) and that there was no firewood (but yet i have a whole stack of firewood on the porch, where firewood is usually kept).  

Any advise on if you would refund, and if so, just a portion, or the whole thing?

thanks in advance

[Lisa723]

@James977 

Once guests start complaining they pile on any imperfection they can come up with. Construction noise is a valid complaint whether you knew about it or not. If she completed her stay I wouldn't offer a 100% refund but maybe 1/3 and ask her if she considers that reasonable compensation.

[Sarah977]

@James977  I suggest you make it a point to introduce yourself to the upstairs owners and ask them if in the future they could notify you when they have construction planned, and that you will do the same for them. I think a guest does deserve some refund for construction noise, whether you were aware that it was going to take place or not. Someone books a vacation, they could reasonably expect to be able to relax or sleep late without a bunch of noise around, unless they have been previously warned of such.

And I wouldn't want to arrive to a freezing cold unit, either. Can you get someone lined up to go over and turn up the heat when guests are expected?