So a couple made a reservation at our place 2 months ago. One month ago we got news some work will be taking place in our building stating the last 3 days of their stay (they booked 2 weeks).
I, for one, would not want to show up and find out!
So i write to them 1 month before their stay and explain the situation of the last 3 days - i offer to shorten their stay, cutting the last 3 days of noise, or cancel it altogether if they prefer to stay elsewhere for the entire duration (apologies and everything). I also say of course you’re welcome to also stay but i doubt it will be pleasant.
They answer all understanding and relaxed about it and tell me no it’s ok, they will just change their ticket to depart earlier if I am willing to refund the last 3 days in cash. I say sure no problem.
Fast forward to checkin day, they get in, i write them as usual when am not the one doing the checkin - they are happy and delighted and love the place and all that jazz! they got their money etc…
Next morning: all hell breaks loose! I got 4 consecutive messages with the lady MAD as hell saying they just went to the airport to change their tickets (not sure why that is) and they paid over 800 euro for the changes because it was last minute.
She yelled at me for 4 messages straight about how much this change has cost her, and how she used her credit card when she doesn’t have the money. at some point she does say she knows she said she was fine, but she is very mad.
Hmm…I restrained myself from telling her a. u accepted this deal a month ago b. who waits this whole time to change their tickets. c. in this case why didnt u just look for another place to stay (of course my refund for 3 nights was not 800 euros, but other airbnb accomodations are def. available)…
i didnt, i said i was so sorry for her troubles, and understand her frustratoins, and well…basically, i hope she still can enjoy the rest of her stay.
today i figured she may have cooled down so just wrote to checkin if everyting is ok, no reply…
soooo am anticipating some kind of bad review from her!
how should i deal with it if it comes? Ive never replied to any reviews, but i think if she does write something bad i will have to clarify. i get it, she is mad at herself and needs a scapegoat.