Guests expect hotel service in a homestay
Hello there, a guest just left my property.
He was not very happy with my 2 small double rooms as, on booking, he had requested twin rooms. At the time of booking I had replied that I do not have twins available and he had not replied.
As the booking came closer I contacted him by 'phone because he had not responded about the twin beds but he said that they would make do with what they had booked. I asked him if he was sure and he said it was OK, they would make do.
On leaving my property today the guest said he was going to leave a bad review and wanted a £20.00 refund. He said the rooms were too small and they expected breakfast. I said to them that it was all stated clearly on my listing and on the website that the rooms are small and that I do not provide breakfast, and that I had indeed spoken to him about this on the 'phone prior to his arrival, and that I had emailed them immediately upon booking to reiterate what they had booked - and I had offered them a free cancellation at the time.
In the end I gave him a £20 refund because I do not want a bad review.
This seems a bit unfair to me - what are others' thoughts on this? I make it really clear that we are a homestay but he kept saying it wasn't a guesthouse, that it was Airbnb.... should booking.com be more clear that there is a diverse range of properties in their portfolio and make this clear to guests who sometimes still expect hotel type service?