1

Guest asking for refund

hi

there is booking *** on july6 and they booked for three nights  but today July 7 they came  and   complaint they are not happy there is smell and mattress is not good they said they are not happy they wants their money back so please help me what should I do?


11
BrookAve

 

Hi 

  1. validate the complaint
  2. consider based on results
  3. what is the smell of?
  4. how bad is the matress? years old and well worn?
  5. Is there another room to move them to?