I'm fairly new to hosting, and all my experiences have been great so far. I've been doing my best to give my guests great hospitality, but this one incident is the first one that has made me a little worried.
So one of my private bedroom listings received a booking about a month ago for checkin 8/26 and checkout 8/29. I sent her checkin instructions 3 days before, and she just messaged me today asking me for more details about the place such as whether the other rooms have guests. She also admits that she thought she booked an entire suite which has gotten my extremely concerned. I don't want her to give me a bad review because of a mistake she made. She's also asking if she can cancel now, 16 hours before her check in, and if she can get a refund. Of course, I don't want to give the refund because I know in this little of a time, I won't be able to fill the room as she had it booked for the last month. Is there anything that is protecting me from a potential bad review? Just want to make sure I have an actionable plan to prepare for a scenario like this. Thanks!