Hello,
I had three guests arrive last night ay 6pm.
I was quickly infomred that they were not happy as there are some winter clothes in one wardrobe. However there is a full wardrobe and empty draws for guests use on the other side of the bedroom.
The kitchen has herbs and spices in the cupboards and some tinned food too. The fridge has some jars/ bottles of sauces and on my desciroption it states that these can be used by guests during their stay. The guests who booked in yesterday were not happy with this.
By 7pm I had sent three messages to my guests trying to sort out the issues they had raised. The first to say someone would be over in 5 minutes to sort out thier issues. The second to say the person was in the property sorting out their issues and the third to say the issue has been sorted. I did not receive any communications last night from the guests. In my welcome message I also let my guests know that if they have any problems please let me know so i can help out and sort anything out quickly. I also leave a wlecome pack - in this pack I also say the same thing. I think I resovled the matter very promtly.
This morning the guests informed me that they left and booked into a hotel. They are requesting a full refund.
I have a moderate cancelleation policy.
What should I do?
Kind regards
Heidi