Hi, a few weeks ago, I had a renter report seeing a mouse. No mice had been seen before. Anyway, the house watcher came in, set a trap and sealed the room. No mouse caught. I was there the following week and arranged for the whole house to be tightly wired underneath to prevent rodents in the future - expensive. The renters left without paying the cleaning fee. I gave them a refund minus the cleaning fee without their request. I was unaware, they had invited another family down for part of the week and they would pay 1/3 of the rental. They were not listed on the contract. The family did not come after the mouse was spotted. The renters are coming after me now for the 1/3, plus the cleaning fee. They have written a horrible review basically saying we were infested with rats. I have not reposnded. This is basically extortion. Any thoughts?
I realize this reply is waaaay too late to be useful, but maybe it will be useful to someone else in the future. The bottom line is that any legal remedy you may come up with would ultimately have more cost then just processing the requested refund.
Personally I would have a phone discussion with the former renter during which I would openly state I would process their refund request upon them removing their property review in its entirety.
A negative review is much more damaging to your business then the loss of 1/3 of your rent.