Guest reserved place a month in advance. Called a couple days prior, traveling from Carolinas to Canada, asking to move up from Saturday to Thursday. I was full, they found anouther airbnb not too far away. Arrived Sat. Called late Sunday night saying they were out, I asked why they left early they said toilet seat was dirty, it wasn't suitable and they want a refund.
I inspected the home and took photos of everything, Bathroom had been used though toilet was as spotless as I had left it, washcloth used, bath carpet had some mud and had to be washed, toilet, sink and bath floor had to be wiped down mostly for sanitation, had to put bath mat through washer. Both sides of bed appeared to have been slept in, so all sheets had to be stripped and washed, new sheets put on, trashcans full, beer bottle on kitchen counter, kitchen wash clothes and dish towels used, a plastic flossing stick IN kitchen sink drain, a bunch of sand in kitchen sink, carpets had to be vacuumed, kitchen floor wiped down both from normal dirt on shoes.
Do I refund all or some of their money becuase they say it was unsuitable for them, and later said it wasn't represented well in photos even though I have always received good marks on that and update my photos every month as I add things or move things. I have said I have a liberal refund policy but I feel like they are asking for a lot. What do you think?
