Hello group, looking for some advice! I had a reservation enter our property on the check-in date and then suddenly cancel a couple hours later with no communication. In fact they had not communicated with us at all previously even though we send various messages before their arrival. I found it very strange since we have really good reviews so far, so I asked if something was wrong. The guest did respond just saying:
"Hi - we decided not to stay and relocated to another property"
And that was it. I had someone go check the property and a bathroom had been used and we had to remake a bed, but everything else was in order. I was not too worried because I knew I would be paid for the reservation based on my cancelation policy.
A week later, Airbnb called saying the guest wanted a full refund because there were a few things wrong with the property and it did not look like the listing pictures. Which is completely false. I am usually pretty lenient, however, in this case I decided to stick to my decision because of the lack of communication about any issues.
Now 11 days later, the guest submitted a refund request saying the same things about an issue with a bathroom door that was not reported by any guest so far and that the listing was not what we had advertised. Sounds like a bunch of excuses to me, I am thinking she did not realize she would be charged if she canceled.
My question is what should I do if I don't give her any refund and she writes a bad review because of it?
