Hi,
We had a guest this weekend who had asked for a reduced rate due to a short stay and small group. We accommodated by reducing our cleaning fee from $250 to $50. When they checked out, they said everything was wonderful and they loved our home. Our front door security camera shows them bringing in a dog, even though we clearly have a 'no pets policy' and its written on our House Rules.
After he checked out, I contacted him and said we needed to collect the remainder of the standard cleaning fee because they brought a dog against our House Rules. At first, he said, 'why, he's trained and didn't make a mess?' Then he said he didn't see the 'no pets' rule. Then..he said the dog is an 8 lb. service dog for his wife. But, the camera shows the dog being brought in by another man, on a leash, no service vest, and clearly at least 20-25 lbs. And, he finally wrote back, that he would hate to give us a bad review, but since we don't have any night lights, 2 people fell during the middle of the night, and he had to go to the ER for a concussion.
So, he's lying and threatening a bad review, even though he broke our rules! I'm not even asking for extra, just our standard fee. I know Airbnb has a policy against extortion. How should I handle this? Who do I contact? Thanks!