NRV Runner
Active member
- Joined
- Feb 7, 2019
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Just finished our fourth month of running a B&B. Learning lots but still have a LOT to learn.
Guest books on Expedia and upon arrival, complains about finding a hair in her sheets. We promptly change the sheets and apologize. I don't think we verified seeing it. She also complains about the parking (every guest has a spot, but at times it's a tight fit if someone has a large car).
Fast forward a week later and we get a call from Expedia saying that the guest is demanding a full refund because she had a terrible experience. General manager issues a refund and the guest leaves tells us she's happy and leaves a glowing five-star review. The whole episode left me feeling bleh.
Which leads me to my question ... what is your current refund policy? How would you have handled this situation?
Guest books on Expedia and upon arrival, complains about finding a hair in her sheets. We promptly change the sheets and apologize. I don't think we verified seeing it. She also complains about the parking (every guest has a spot, but at times it's a tight fit if someone has a large car).
Fast forward a week later and we get a call from Expedia saying that the guest is demanding a full refund because she had a terrible experience. General manager issues a refund and the guest leaves tells us she's happy and leaves a glowing five-star review. The whole episode left me feeling bleh.
Which leads me to my question ... what is your current refund policy? How would you have handled this situation?