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Welcome to JA.
I am sorry to hear about your situation.
Please note that this is not a chat service therefore you may experience delays.
Do you have anything in writing which confirms the guest were happy with the service when they first arrived or shortly after they left?
Thanks for the further information.
Apologies for the delay.
It appears they may have a potential claim because they will rely on the photos and their complaints albeit it was provided 9 days late. 9 days is not fatal to the potential claim.
That said in order to defend the claim you will need to obtain statements from the employees who attended the guests. Hopefully the statements will reflect the fact the guests were content with the service provided.
Further if you have any cctv footage of the area that is subject to the complaints you should review to see whether the complaints are accurate.
You should check whether the pics taken by the guest were at the start or end of the stay. If at the end then you could argue this was due to their usage.
Once you have completed the investigation you can reach a view on whether to consider the claim.
I hope I have clarified the position.
Thanks and stay safe.
Thank you again for visiting JustAnswer, please let me know if you need me to clarify the answer given.
Thanks and stay safe