Dear hotel agony aunt
Today has been rather stressful at the hotel I own in Phuket. An American woman booked one night of stay and then demanded her money back after checking in because she accused the Thai staff of removing a window from her room that was present on the hotel web-site photos.
She hung up on my phone call after I pointed out that we employ curtains in Phuket, and that the window was therefore not immediately visible
My ex who manages the hotel and is considerably more insane than most people, had to walk outside the hotel, to avoid 'mental meltdown'.
Now they claim to be travel journalists and, having taken a photo of our air freshener can no less, are demanding I refund their money.
What is your advice? Should I meekily refund their money and remove all curtains from the property? Or should I 'blacklist' them on my hotel web-site and publish their phone number and home address??
I await your expert advice
Simon