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We have so many of these problems with different guests. our ground floor units are often used to sneak additional guests in. Thanks to CCTV's and stern Management we confront the guest in a stern but respectful way. We charge penalties for such violations (smoking fines, additional guest charges) and I do not allow them to leave unless paid, The disgruntled ones I must be honest is not worth the hassle for myself of my staff so we ask them to leave (TELL those who should be). Have everything in writing as well as recorded. If its a travel agent booking I inform the Agency that I am vacating the guest and that they are responsible for damages and/or relocation. Sometimes you have to be Stern about things like this or they just take advantage.
as for the poor reviews, should they give you one, just reply with exactly what transpired so other guests can see you are strict about your house rules and that you are also not just throwing people out without valid reason.