Hello All, glad for any advice / comments you can give.
We had a family of four stay at our vacation rental, booked 4 nights. Two hours after arrival they said they wanted to leave because the 12yo daughter wanted to go elsewhere because she was "paranoid" and they wanted a refund. We said we were sorry to hear that but we can't give refunds on that basis and we hoped she would feel better after a good night's sleep.
They left the next morning and again asked for a refund - they also gave a variety of different reasons (house too warm, nothing to do etc). We countered each of their arguments (explained how to cool the house, gave a list of activities etc). She then said she wanted her damage deposit back immediately so she could give us a review.
Obviously she was threatening us with a bad review and indeed, she gave us a 1-star review and called us dishonest, the house was filthy etc. Okay, it upset us at the time but we now think a 1-star review is almost inevitable in this business.
Now, 3 months later, she has issued a chargeback against us. There were two separate payments, the first about $880, the second about $1200 (including $500 damage deposit, which we refunded in full). She has issued the chargeback against the second payment only, and for only $380. That's not the amount of one day, two days or three days so we have no idea why she picked that amount. I thought I had also read once on here that people can only do chargebacks on the full amount or nothing.
First of all Yapstone told us there was no reason given for the chargeback. After we called them twice they revealed to us that the woman had stated that "the area was unsafe for children". I had a look back at the lengthy email exchange we had (through VRBO) at the time and nowhere did she mention safety. It was only in her review that she brought that up (along with many other made-up complaints) because we are on the oceanfront (rocky cliffs) and we have a swimming pool - something which is of course mentioned in the listing.
The only sticking point is that we say that we don't allow children under 13 but as so often happens, people ask if they can bring their 11yo or 12yo and we usually say yes.
In this case she did not specifically ask if bringing the 12yo was okay and now I suspect she intends to use that against us, by pretending to have not realized the restriction.
But can she really do this 3 months after the fact? And for such a random amount?