What recourse do I have about disputing a review claiming that I have not met a guest’s covid hygiene standards?
I’m a super host with a 5 star rating, cleanliness being my highest rating. I clean the unit myself and have upped my cleaning considerably since the Covid pandemic.
Last week, a new guest booked her trip during the pandemic (in late April for a 2 night stay in May). Upon arriving, she called me to complain that she “feared for her life” due to the “unacceptable filth” and that there was “dirt everywhere” and “fingerprints on the mini fridge” that she was sure had covid contamination. She yelled at me nonstop for about 5 min before I could respond.
I was not at home, but she was so agitated and inconsolable, I wanted her to just leave. While I didn’t have to, I offered her a full refund which she took and then she vacated the property and drove home (3 hours away). She said was so distraught by the experience that she forgot her suitcases in my unit. She called in a panic again about her suitcases. I have offered to send them to her or hold them until she’s back in the area. She was very grateful and said she’d come back this week.
This guest has since written a review (I have not read it as I will not write a review about her...after all she canceled and got a full refund), but I am certain it will be terrible.
Has anyone here dealt with this issue?
I’m renting a vacation unit in my home, not a hospital, but this unit was clean.