Guest stayed for an hour and left as was not happy

My guest made a very late booking and arrived quickly after notification. She was fine waiting for the clean bedding to dry. I went up to make up the bed to be told she was. It happy with the way the room smelt but did not know what the smell was that she did not like. I apologised and got her a room freshener. She then complained because there was no key to lock thendoor(there was) that the advert stated there was an ensuite(it did not) and then she said she was leaving. What do I do now? I have a feeling she just made a mistake with booking into a room with no ensuite but wanted to make out there were problems. The room had been aired, it has a new carpet and was refurbed a month ago. No one else has complained. What do I do now?


Hi Tinamsc, I feel your pain. Did you contact Booking.com to let them know that the guest did not stay. You need to do so immediately so as not to be charged for the booking. Maybe it was the smell of the brand new carpet that was upsetting your guest. Anthea