Guest cancelling the booking after arriving and staying one night
We have had a guest who booked last minute for 4 nights. I was away when they arrived. We have an apartment above our golf clubhouse which has a kitchenette and then guests are able to use the main kitchen downstairs if they wish to cook a full meal. This guest is saying that our site showed the kitchen as being private and stayed overnight having used the facilities but then left the next day. We have never had this problem before. I have had over 60 bookings since we opened with high review scores and to date no-one else thought that the kitchen downstairs was private.. Booking.com handle my payments but the guest wants a full refund whilst I am saying they can have a refund of 3 nights as they stayed one night already and I have cleaning costs and laundry to deduct. Any thoughts ?