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?

 

[Michael Baum]

Hey @Brandon Gale, were they informed of the non-functioning fireplace before the booked? Was it clear in the listing?

If not, then yes, you should probably offer up something. If they were aware and booked anyway, then no.