When they were about to check out at 11am, my cleaner arrived.
Your poor cleaner. Racist abuse shouldn’t be part of any job.
I would just remain calm and professional and reiterate your earlier comments - place cleaned to good standard. Offer for cleaner to return refused by guest. No evidence provided of issues they raised. Racist abuse of cleaner unacceptable.
On these grounds there is no reason to refund guests as everything was promised.
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