I am new to this post. I am writing this to seek some advice or pointers. Lately, I am facing this big problem where guest checks in go in the room and then say that the room is not clean or they don't like the room.If our manager asks to upgrade the room or ask to give some discount then the guest wants to get a full refund. If we insist on cancellation policy they become abusive and write bad reviews like nasty reviews. My manager takes photos of the room and doesn't see any problems in the room. We have newly renovated rooms. Please advise what should I do in that situation. And if the guest do damage in the room and we charge for incidentals they do the same thing.
thanks in advance