guest wants a refund

[Michele342]

Our guests arrived yesterday for a 7 night rental.  He contacted us today and said that they have to leave.  His wife is deathly allergic to pets.  Our listing says that no pets are allowed.  As owners, we are allowed to have pets but guest are not allowed.  We recently purchased this condo and do not know if pets were in there before but pet stain remover spray was left in the laundry room.  We have had the condo professionally cleaned after each use.  The guest says that they found pet stains on the carpet.  The carpet does not have pet stains but normal wear and tear.  What do you suggest we do to satisfy this guest?  

[Kate157]

Hi @Michele342 I think the best thing might be to contact Airbnb and ask them to find other accommodation for the guests. You can explain all the circumstances. Then, you should get the carpet shampooed, so there won't be a problem anymore.