My family paid for a hotel room for 3 nights but only stayed for 2 nights. I came home to find a voicemail from them asking for a refund of the last night because they didn’t stay. But they did stay. I don’t want to give them a refund.

I’m the operations manager at a hotel in California. We are a chain hotel but not a big chain like Marriott or Hilton. <br><br>I received a voicemail from a gentleman asking me to call him back. When I returned his call, he identified himself as the son of past guests. He said his parents stayed with us from 12/23 to 12/26 and they paid for 3 nights but stayed for 2. He said they paid cash and the cash machine in our hotel doesn’t give change so whatever they paid is whatever we received and they didn’t get change. <br><br>I can’t confirm if they paid cash or card because when they checked in, it was a different front desk agent working and they’re not here anymore. But what I do know is that our cash machine doesn’t give change. <br><br>When I went digging through our system, I found their reservation information and saw that they did stay with us for 3 nights and we do have them down for a stay from 12/23 to 12/26. <br><br>The gentleman asked that we give them a refund because they only stayed for 2 nights. I asked for more information about their stay and he said they checked in on 12/23 and checked out on 12/25. <br><br>When I saw on our system that they stayed for 3 nights, I told him that was not the case. They paid for 3 nights and stayed for 3 nights. <br><br>He said they did not stay on 12/25 and that they checked out on the morning of 12/25. He has proof of them staying at a different hotel on 12/25. <br><br>I told him that we do have them staying in the room the night of 12/25, and that housekeeping did go into the room that day and clean it because it was turned down for their stay. <br><br>He said that’s not true, that they already checked out and left on the morning of 12/25. <br><br>I don’t know what to do now. I don’t want to give them a refund because they did stay, but I don’t have proof that they stayed and if I end up giving them a refund, then that’s that. <br><br>He did say he’s going to report this to the credit card company and to the chain hotel’s corporate office. He said he will make sure we get in trouble for this but I don’t want to give them a refund if they did stay here. <br><br>What should I do in this situation? Has anyone experienced this before? Should I give them a refund?