Guest cancellation: How should I handle to not impact my algorithm

[Lisa753]

I had a guest show up yesterday and then cancel in the middle of the night.  He said it was because the house wasn't up to his standards.  I really believe this is not true.  He and his friends were in their early 20's and I think they were disappointed to be in the suburbs rather than in SF and then decided to get a hotel in the city after their night out.  I was very clear that we are 22 miles from the city in my listing AND I sent a private message to him to make sure he realized that. 

By my moderate policy he would get some of his money refunded, but not all.  I really don't want to give him all of it back as I spent the day getting the house ready for him and I lost booking the weekend with someone else.  But I also know that ~$600 is a lot to both lose and gain when he has a city hotel to pay for and I have my house.  So, I don't want to refund the whole amount but I also don't want to get a back review.  What would you do?

Thanks in advance.  

[Branka-and-Silvia0]

@Lisa753 

you have set your cancelation policy for situations like this one, right? If you will have a guilt trip every time someone cancels then change it to flexible  🙂

[Kat84]

Lisa, your place looks wonderful. Next time give a tour to the guests, show them everything, demonstrate that appliances are working. And say: please, check everything now and if happy, it means you accept the place. I will not entertain complaints after... 

[Ian-And-Anne-Marie0]

@Lisa753 

I had a guest show up yesterday and then cancel in the middle of the night.

Did they actually cancel with ABB or just with you?

If only with you, you need to inform them to cancel at ABB.