Jackie’s group arrived as planned and were welcomed by my co host. Jackie was not with the group when we welcomed them into the house. After 2 hours from the check in, I received a call from Jackie telling me that her friends just called her and they told her the house was filthy and she wanted a full refund. I was of course very shocked and disturbed because one thing my reviews show is the cleanliness of my houses. I told Jackie that I would send my co host to rectify any issues immediately and I also asked her to ask her group to take pictures for me to see. My co host arrived within 10-15mins and no one was at the house. The group had left. I called Jackie and she informed me that they had found a hotel and they had left. She once again asked for a full refund. I told her an investigation had to be done before I could agree to any refund. I found this very weird. So I asked for the pictures again, she emailed me the oven with some crumbs in it, the anti slip bath matt with some discoloration and one of my mattresses which they had stripped off. They stripped off the bed linen and the mattress protector to show me some discoloration. They actually stripped off all the 3 beds. I asked Jackie if she had any more pictures to show me because what she sent me did not justify her claim. I told her if the crumbs were not put there by her group, it would have taken us just a wipe to remove them. The bath matt was the natural discoloration due to normal use and not mould. The mattress was also normal use discoloration and it was covered by a mattress protector. We were asked to clean off the crumbs from the oven, remove the bath matt and redo the beds for her to return. Which we did. When we went back to the house, we discovered that the electric shower box was busted. They had forcibly pushed the hose into the box and busted the pressure valve. This was probably the reason for the whole situation in the first place.
Jackie denied damaging. The entire situation could have been handled differently had they communicated with us, but instead they filed false accusations hoping to get away with dishonest behaviour.