I just had a guest that left early.
She ask me originally to make en exception from our no pet rules and allow her to stay with her cat.
I agreed under the circumstances, that she will pay an addition 5L per night to cover the extra professional deep cleaning that will be needed after her stay. this was agreed to be paid in cash on her departure.
Lady and her cat came, and everything seemed to be all right. no questions or problems where raised.
Sadly she left 2days early and wrote a message listing probably 20 causes/wrongs with the accommodation why she did so. May be one reason (no blind on the roof window) was truth, but rest of her points where not factual or highly subjective. Especially one point 'Mattress was too soft and that shows that it had better days" really got me, as this is a really high quality orthopedic mattress and all our furniture and furnishings are recently purchased and kept in great condition.
Now, she not only didn't cover the extra charge for bringing a pet, but she is requiring a refund for her last 2 night.
I am trying to contact Booking.com for an advise and help,