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 ?

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Terrence - Com… 2 years ago

Hello Catherine,

Thank you for your message. 

Thank you for your message. We want to make sure we give you the right support for your situation. 

Please contact our support teams directly by sending us a message via your Inbox tab of the extranet or tap More on the Pulse app. We’ll do our best to get back to you within 24 hours, but sometimes it might take us a little longer. You can help us answer your question more quickly by choosing the right topic and subtopic for your message.

You can also call us. To find a dedicated phone number to call, log in to the extranet, click on Inbox and then click on Booking.com messages. We don’t publish these phone numbers here because we only offer this service to current partners.

All the Best,


Catherine Bake… 2 years ago

Thanks, it is in hand now,  I found a number to call yesterday