Ok, so for the first time I have had a guest ask to be refunded because of some complaints.
Firstly - this was a group of early 20's celebrating a 21st with a "mature" 30 year old looking after them (her words)
These girls are all from the city, and they have come to a working farm amongst the vineyard to an old renovated house with a wood stove.
They sent me a text in the middle of the night (I was asleep) saying they wanted me to check on them at 6am because the fire was smoking and thought they might all die from smoke inhalation (well she said monoxide poisoning actually) And that the bathroom was flooded. And that the airconditioners weren't heating. And because of the smoke she had to open the doors and windows, and then they were all cold.....
I sent my hubby down there this morning when I got the message (we live on the property also) and he tried all of the devices they said weren't working, and they were all working fine. The kitchen air con was still on fan, rather than heat, so that was why it wasn't blowing warm air! They said the fan air con sparked, well I tried it after they left and it ran perfectly.
I told them that they did not open the flue to the fireplace when they opened the doors, hence the reason the smoke came billowing out and set off the fire alarm! City people rarely have wood fireplaces and I explained what she needed to do. It is working fine this morning, as it has done every day for the last 14 years we have had the property. Leaving a pair of rubber shoes to "dry" on top of a fireplace also shows to me that these people have never dealt with an open fire before!!
The bathroom plug is not blocked, but my husband told them the shower curtains needs to be inside the alcove to catch the water, which it wasn't when he explained....they said it was, which was just a lie! It's working perfectly fine now.....just as it has done for years.
Anyway, I went down to see them before they left, apologised for them having issues, and went through the house thoroughly. Everything is perfectly fine. I wrote her an email saying just this, but she has since come back to me saying she is going to put in a complaint, that she wants money refunded, that we can refund to her outside of AIRBNB or she will go through a formal process. I told her that I had checked all the issues and could not see any problem, as my husband did. She then told me that she was a lawyer, could see that there were problems with the house, and that I would be hearing from her. I told her that it was not a very nice thing to do or say threatening things, that I was happy for her to go down the official process because all the evidence points to her not being able to work things properly, not a fault in the house itself. She then told me... "Obviously we are not on the same page, not a problem, sweetie. You will know I don't make threats. Talk soon"...... which kind of sounds like a threat to me.....
What do I do now?