Guest Asking for Refund

[Kyler J Sloan]

I think I know what I am going to do, but wanted to ask other investors how they would handle this situation:

A guest brought a 2WD in spite of my 4WD requirement, and got stuck up a 1-way gravel driveway. He had kids who got scared and walked down to the bottom as he backed all the way back down. He is from Chicago, so he was very dramatic about this, in spite of the fact that I sent him a full video of the driveway, required a 4WD, etc.

Then, because it was after 12 am on the day of check in, he was able to leave a review, and gave me 1-star on all categories. After this, he asks for a refund.

I got his review removed, so no issues there. Also, I got the same dates booked on the very night he canceled. So, double revenue.

Would you give him a partial refund in this case? (perhaps for the cleaning fee)

While he does not deserve it after the malicious review, he did go through quite an ordeal while I suffered no loss of revenue.

What would you do?