Unreasonable refund request.

[Susan1802]

I had guests arrive yesterday who emailed that the cottage wasn't clean enough for their standard, there was dust on the tea caddy and behind the toilet.

I went straight to the property and spent the next hour cleaning every surface again and asked if it was now acceptable. The response was a grudging yes, however they claimed the stress caused should be compensated by a 50% refund.

I would be very grateful for any advise. I live alone next door to the property and feel a little vulnerable.

[Elena87]

@Susan1802 

Maybe 50 per cent  refund of the cleaning fee.

50 per cent of the booking fee ? Opportunistic jokers.

Play your joker card, invite them to cancel after tonight and you will refund unspent nights fully.

That should make them put up and shut up.

[Mark116]

@Susan1802  I might give them 10% off, but that is it.  I did notice that a few reviews mention cleanliness so you might want to revisit how/who/what is being cleaned in the future. 

[Romana19]

Nic nevracet,jestli hledají neviditelnou špínu,ať si to uklidí sami

[Kelly149]

@Susan1802 only you can know for sure if the cleanliness recall was worthy or bogus. Sometimes with these types the best response may be "it seems like you'd be happier elsewhere" with a calm, unbothered smile. 

Easy for me to say though bc in my place, the guests need a place to stay way more than I need their money. But if they've arrived then they're going to be allowed to review you no matter what else happens. And you are going to get to review them. So if you're stuck with a crappy review and a crummy guest then sometimes the only consolation left is to at least get paid. (and to review them too)

As an alternative to the discount, how about this: they had a problem and you fixed it, seems like you'd owe them money if they had a problem and you didn't fix it.

Also, to be very clear, complete and utter cleanliness is a non-negotiable. And my listing is a Barn.