Fantastic Cottage with big backyard near the city

Thank you for staying at our property for 6 days. On the first day of the stay, the guests raised concerns regarding cleanliness. We immediately apologized and took prompt action to address every issue raised. At the guests’ request, we arranged and paid out of pocket for an additional deep re-cleaning service. The guests provided our cleaner with a very extensive list covering detailed areas throughout the property, including under beds, laundry areas, and other spaces that are not typically raised during standard guest stays. To ensure the work could be completed efficiently and thoroughly, we informed the guests that the cleaner preferred to work alone without interruption. The guests acknowledged this arrangement and left the request list on the table. Our cleaner then spent approximately 4 additional hours at the property completing all requested tasks. In addition, the landscaper arrived on the same day according to a pre-scheduled maintenance appointment. This was part of the normal property maintenance schedule and was not specifically arranged in response to the guests’ complaints. After the re-cleaning was completed, the guests did not report any further issues for the remainder of their 6-night stay and continued occupying the property until checkout without requesting to leave early or cancel the reservation. Only after checkout did the guests request a refund for “inconvenience.” We do not believe a refund request is justified in this situation. All concerns raised during the stay were addressed promptly, professionally, and at our expense. It is unreasonable to expect both a completed stay and a refund after corrective actions were taken and no further concerns were communicated during the remainder of the reservation. As hosts, we always make reasonable efforts to resolve guest concerns when they arise. However, we also expect fairness and good faith from guests. Based on this experience, we would not host these guests again in the future.