Guest demands refund over alleged medical reaction - involve Support or not?
Guests stayed a weekend and apparently enjoyed it while they were here. Then a week later allege they contracted a skin reaction while at the place and demands a 50% refund. We are here ourselves and have noticed nothing. Even got our pest co. out to inspect and they also find nothing.
Guest continues to push, claiming the fact that we allow dogs or the rural surroundings are somehow the cause. Our cleaner is super thorough, plus no animals had been here for weeks before their stay. They quoted our own description to us - which, if they had concerns about staying somewhere that allowed dogs or was in a rural setting, maybe don't stay here?
(Also the photos they sent look like a viral symptom and not an environmental reaction. Of course this is according to Dr. Google so we have not brought this up.)
They have not yet involved AirBnb Support. My real question is - do we contact Airbnb Support ourselves proactively, or keep Support out of it for now? We have a clear report stating no pests were found but my fear is Support will just screw things up if they get involved.