Had a guest that tried to get a full refund a day before staying. Then when they realized they wouldn’t be refunded they stayed 1 night and then request a full refund because it was “dusty”. I had my cleaner there the day before and she sent photos. How do I handle this? She doesn’t deserve a refund but I also don’t want a bad review.
Always make light of such devious attempts or potential confrontations with guests. A mere mention that it is 'odd' that dust was found since you had your most cracker-jack cleaning team right before their arrival would have sufficed in all likelihood to dismiss the attempt. Half the time we pretend not to 'hear' something silly coming from our guests (aka selective hearing).
You shouldn't be afraid to speak for yourself. Of course, you should be polite and understanding with your clients. However, if they are trying all kind of schemes, they don't deserve your understanding and kindness. Attach the photos you have and I am sure it will solve almost everything.