Hello! I am the owner of a small BNB in a Victorian house built in 1885. Today we had a guest come check-in and immediately say that “they can’t stay here because it smells like an old house”. I keep the house very clean and vacuum constantly and have never had any complaints about the smell before!

Our policy states that there are no refunds within the last 48 hours of the reservation. When I mentioned this policy to them, they stated that they would NOT be paying and would have their credit card company fight the charges. Should I just let it go and not charge them? It was a unique room that I could have sold so it is kind of a hit to not charge them, but I don’t want a bad review! What would you do?