Guest Cancelled After Check-in because they Thought they Saw a Bedbug

[Max2478]

We had a guest cancel one night into their five night stay because they thought they saw a bedbug. They left immediately and left the crime scene untouched. We hired our exterior pest control company to inspect and they confirm it wasn't bedbugs.

The guest has been very mature in our conversations about the matter but is asking for a partial refund. I don't see any option to send money after the transaction has completed.

How should I handle this?

[Helen3 · Accepted solution]

Why should they be entitled to any sort of refund @Max2478 

I would advise the guest that as they left the property without giving you a chance to see if there was any substance to their claim they won't be entitled to a refund.

Share a copy of your pest control report showing there was no bed bugs.

[Helen744]

@Max2478 As it was the guests cancellation then tell them if you manage to re book those days you may be able to send them some refund , otherwise since there were no bedbugs the usual cancellation policy will apply... H