Avis Our BEACHES are OPEN again!

This guest checked herself out of my property, and I learned about it from VRBO, when they called me and told me, that the guest wanted a refund for the unused time. Unfortunately, there is no refund when leaving the property prior to your booked departure. Other privately owned properties won’t refund either and neither do hotels. I told customer support that I have to treat everyone the same, and can’t say 'no' to someone and then turn around and say 'yes' to the next. For me this case was closed. Unfortunately, not for the guest, as she called VRBO again and I was called, and joined a conference call with the guest and VRBO. As soon as I said “hello”, the guest yelled at me out of the top of her lungs and used profanity throughout this call, since a refund was denied. Thankfully, all calls are recorded by VRBO. To clarify the statement about “messaging housekeeping instead of me”: The magnet on the fridge, which the guest is referring to, is a simple “housekeeping courtesy magnet” for the day of check out, in case you leave prior 10am. There are guests, that leave well before 10am as they have a long drive back home, and this way housekeeping can start cleaning prior to 10am, so the place is ready for check in prior to 4pm, so guests won’t have to wait until then. This guest also requested an earlier check in, and it was granted to her at no additional charge. This courtesy magnet is used on over 150 properties in this area for years and has never caused any confusion. We also have a bulletin board at the property, that is required by the City of Beaufort. It has various phone numbers on there, as well as the code for the internet. Clearly, the guest saw that, as she accidently put in a wrong code, then immediately emailed me and I responded within 1 minute and told her to call me and gave her my cell phone number again. At that point she had my number 4 times. Two times in my ‘Welcome’ email and then, when she accidentally put in the wrong code and it is also on the bulletin board and it is identified as my number. She responded right away and told me “ Never mind – my dyslexic self is typing in the code wrong”. House keepings phone number is also written on the bulletin board and identified as housekeeping. She texted housekeeping that she had to leave earlier and everything was great. She has not asked housekeeping for a refund. She chose to call VRBO the next day and that’s when I learned about the early departure. I have 153 revies on this cottage and a total of 9.6/10 points which puts me in the ‘exceptional’ category when it comes to renting my place. But I understand, that I can’t make everyone happy.