a guest has complained and wants to be refunded

[Victoria-And-Fergus0]

Dear community, I would be very grateful for advice on the following situation..

We have had a guest arrive stay 10 mins and then leave - her claims are outrageous including that our property made her baby sick and she had to go to Hospital ; we dont agree with them but she is using the clause that we misrepresented our property and are unsanitary. We do not wish to engage with her as we feel she maybe unstable mentally. We are prepared to give her back her money so she goes away - but we are worried that by doing this we will be culpable for her claims and that a bad review might appear against our listing.

very grateful for any advice, please. ( we are 5 star hosts and have been doing it for 3 years and have had nothing but good reviews )

Many thanks 

Victoria and Fergus

[Anonymous]

@Victoria-And-Fergus0  There is no action you can take that will prevent the guest from leaving a bad review, if she intends to leave one. Guests who cancel same-day are still permitted to review, and refunding the guest's money won't change this.

However, if it's your choice to grant a refund, you need not worry that it establishes culpability for her claims or liability for any expenses beyond your room charge. A refund for a vacated room is not an admission of guilt.

[Lisa2148]

Hello Victoria and Fergus, there is not much you can do when a guest leaves a bad review. What might help is that others can see there is only 1 bad review in between many 5 star reviews. It sometimes also helps when you write a public response to her review to share your side of the story. 
In the case she leaves a review that goes against the Airbnb guidelines they told me it can be deleted. 
Hopefully she will just appreciate the refund and not take the time to write an actual review.