Fiona had booked two rooms with us (one single and one twin) room and we had gone ahead and accepted the reservation request after agreeing with them to offer them two rooms for the price they had requested to book.
After the reservation had been made, after a few days she wrote back to us mentioning that we are offering rooms for a lower price on other booking sites and that we lower our price for the reservation. At that point I had clearly explained Fiona the pricing structure and assured her that we have not overcharged her.
Upon arrival, the guest insisted again that we lower our price or otherwise they would leave. Since we had already offered her a discounted price, we were not in a position to lower the price again. Then we are asked to show the rooms and the rooms were nicely made and bathrooms cleaned. But the guest insisted the rooms were too small and unless we lower the price they would cancel the reservation. At this instance we had two more deluxe sea view rooms available which are the highest category of rooms and we offered them a free upgrade. But the guests still insisted we lower our price or do a full refund.
We realized the guest was deliberately tying to reduce the room rates by bringing up false allegations and we we refused to bring the price down.
Our cancellation policy clearly says -
"Cancel up to 7 days before your trip and get a 50% refund. Cancel within 7 days of your trip and the reservation is non-refundable"
So unfortunately we were not in a position to offer the guest any refunds.
The guest also threaten to leave us a negative feedback and left the resort without paying the bill for the beers and tea pot they had ordered from us.
The guest has a very poor understanding of online booking procedure and hence the cause of all misunderstandings.