Requesting case re opened

[Natasha837]

I request this case be reopened and escalated to a Senior Case Manager for review. Paulette The guest complaint relates to noise from a public beach access and public road which are outside my property and outside my control. During the stay the guest first reported noise on 3 of the first 5 nights but later claimed 13 nights which is inconsistent with the message history. I responded and offered solutions including earplugs and relocation to another unit I manage and the guest declined these options. On February 12 the guest confirmed they would remain until departure and they completed the majority of the reservation. The refund request was submitted after checkout which did not allow me to rebook the property. I respectfully ask that this decision be reconsidered before any funds are deducted.

Natasha Koch

[Helen3]

Just refuse the request for a refund @Natasha837 

[Natasha837]

I did refuse but they had a case manager indicate that the guest was in her right but I read through all the policies and it was due to noise in a public area which is not within my control 

[Patricia2526]

Hi @Natasha837 

Is “Potential noise” added in the “Guest safety / Things to know” section of your listing, House Rules, Descriptions?

It protects you from complaints and refund requests because guests were informed before booking.

[Natasha837]

Yes I do know about this but there would be no way of me listing potential noise in a description of a beach? 

[Natasha837]

No as there is no noise it was a mexican holiday and I have over 200 5 start reviews just so happened there was noise when this guest stayed on the holiday