Complaint

[Jeanna28]

After several 5 star reviews this summer I had a guest ask for a refund concerning 1 dead ant and a couple of crumbs. She stated home was not clean so I sent the housekeeper in 20 minutes later to reclean and check. Guest then refused a walk through stating they were searching online for another accommodation. 

[Helen3 · Accepted solution]

Did your house keeper go in and take photos  @Jeanna28 

A guest looking for other accommodation on their laptop/phone doesn't stop your housekeeper from checking the property 

confirm your housekeeper turned up within twenty minutes of their complaint about 2 ants and some breadcrumbs and they refused her access to do a walkthrough /address any issues so there was no opportunity to check on/adress their concerns 

just say you're sorry that they decided not to stay and if they cancel any refund will be processed under the cancellation policy they booked under