26/07/2026
You are a holiday let owner, it's Saturday night and you sit down to relax and your phone pings!
Guests - "We've got to the property and it's not clean and there's poo in the toilet, we want a refund"
You panic, apologise to the guests and get straight on the phone to the cleaner.
Cleaner - "It's OK, the property has been cleaned fully and I have a walkthrough video you can send to the guest to show them, I assume they are asking for a refund. Ask them to take photos"
This was a real situation last week and unfortunately it's getting more & more common for guests to find fault and in this case, lie, to obtain refunds.
Good customer service is paramount, but owners need support too! In this instance we were able to save the owner from potentially a full refund, hundreds of pounds, because we have evidence of our work with thorough video evidence, and yes, we even film down the toilets! No poo there!
Outcome, the guests became silent, no more complaints or phone pinging on a Saturday night.
We got you covered 👍
