Hi fellow hosts,
I’m hoping to get some advice on a situation that’s left me feeling a bit unsure on how to move forward.
We recently had a guest party check in shortly after a previous group checked out. The prior guests were an Asian family, and as is often the case with different cultural cooking styles and products, there was a lingering scent in the flat — nothing unpleasant or offensive, just noticeable.
We always clean thoroughly between stays, but as many of you know, back-to-back bookings can make it difficult to completely air out a space, especially when time is tight.
The new guests said the flat “smelled Asian” and they were really bothered by it — to the point of requesting an additional clean (which we immediately arranged). They ended up completing their stay, seemed fine afterwards, but are now seeking a refund claiming the initial smell ruined their experience. We offered a reasonable partial refund as goodwill, but they are asking for significantly more, despite not leaving or reporting any other issues.
We of course take all guest feedback seriously and never want anyone to feel uncomfortable — but this also feels like a tough grey area. The flat was clean, there was no violation of house rules, and the guests stayed the entire duration.
Has anyone else faced something like this? How do you navigate cultural sensitivities around scent, especially when it’s not about cleanliness but just residual atmosphere? And where do you draw the line when it comes to refund requests?
Appreciate any thoughts or similar experiences.
Thanks so much!
