How do you handle guests that try to squeeze money out of you?

[Brandon Gale]

We had a guest who just checked into our Pigeon Forge, TN Cabin. The fireplace needs some repairs to the lining that wont be done for a few weeks so we have an automated message that goes out to guests just before check in letting them know as a courtesy even though its not fireplace season. Its supposed to be 60-80 degrees this week. 

We just had a guest, who has been somewhat difficult leading up to the stay, directly ask us for compensation because the fireplace isn't working. 

My instinct is to just give her something small, maybe $100, because I feel if we give nothing we're pretty much guaranteed a non 5 star review from her.

Have you guys dealt with guests like this in the past and how do you typically handle it?

 

[Brandon Gale]

I appreciate the feedback everyone. It ended up not mattering, things when downhill pretty fast this afternoon. Everything I've read from you guys came true, trust your gut when a guest is off-putting early in the booking process.

She showed up 45 minutes before check in and the code wouldn't work. My cleaner was just finishing up so let her in when she left. Then 15 minutes later I get a call from airbnb support. She called them to request a full refund (never messaged me) due to "safety concerns". Her concerns were the door not working (obviously because the smart lock doesn't activate her code until check in time), no fire extinguishers next to the grill (there's one under the sink which is stated in our guest book), and the back porch is too high and not safe for children (the whole deck is built to code with proper railings).

Ended up giving a full refund just so she would leave my cabin.

Looking forward to the days when I'm booked consistently enough to turn off instant book.