Response from Steven:
Geoff is the most difficult guest I have had the misfortune to host, till now, in my little over 2 and a half years with AirBnB.
I had some guests around the time when Geoff stayed from the 14th till 18th of May 2016 and they all left great reviews, namely Nicholas, Michael and Franziska, saying that I was friendly and accommodating to their needs. Nicholas left the day Geoff arrived and Franziska was in the house a little less than a week before Geoff arrived. They all loved their stay with me. I kindly ask you to check my reviews for yourself.
Geoff claims that my communication was poor. He sent me a message asking why did I not reply to his smses, or phones calls. I informed him that I did not receive any, he then acknowledged that he had written my number down incorrectly, so how could my communication has been poor, if I replied to that only message ( as I did not receive any others ) ??
I unfortunately could not welcome Geoff when he arrived, as I had to attend my Niece's Birthday and Cousin's Child's christening 1500 kilometers away. I did however organise for the house keeper to welcome Geoff and his family. He told me that he is South African and because of her enthnic group that "she was not good enough to welcome him". There were other things he said in that regard. I really, really did not like what he said, as she is a wonderful person.He said I should have been there to take him to the supermarket. Our house keeper knows where the supermarket is, as she takes public transport from there. Most guests do not demand that I take them to the supermarket, but simply ask for directions. I was there to met the other guests that have left great reviews, but this was that 1 time when I had to go to my Nieces birthday.
From the start Geoff was very demanding.
On the day he arrived I phoned the house keeper and asked to speak to him, as he did not have a South African simcard and calls to overseas cellphones from South Africa are very expensive.
He was rude and demanded the washing machine and said "why is it not in the kitchen?". I informed him that guests, in the past, have broken 2 washing machines, that I had to replace out of my own pocket and we decided to lock the washing machine in the laundry room, which has an outside door, for us to access without going through the house to disturb guests. I told him, that guests can still use the washing machine under our, or the house keepers guidance, that way we know it will not break. I also told him he can gladly give his washing to the house keeper and she will put it in the washing machine, for him, or I will do it when I come back. He argued with me that he wanted to do washing every day. I wanted his stay to be pleasant so I asked the house keeper to give him his own key for the outside laundry room. He lives in Australia and he had just arrived on a flight from there, so he did not travel anywhere before that eg: Seychelles or Johannesburg, why did he demand to do washing on the first day? His stay was for only 4 days. Generally my guests bring enough clean cloths for a week. From all the guests that I have had, that have not travelled somewhere prior to arriving in Cape Town, have never demanded to do washing on the first nor second nor third day, maybe only the 4th day.
The satellite installer had not come to install satellite TV in the lounge, before Geoff had arrived, but 3 of the 4 bedrooms had their own TV's, something that the previous guests were very happy with.
He then attacked me that there was no heating. No gas is supplied to South African houses from the state and heating is expensive to be installed into a home. Most South Africans do not have heating, but make use of portable electrical heaters. I informed him heaters are available, but as it is not winter, we did not put them out, because of fire hazards etc. and it not being cold at all. He then demanded wood for the fireplace. How was I supposed to do this from 1500 kilometers away? All my guests, in the past, have bought their own wood at a supermarket, no guest in the past has demanded that I buy them wood. I arranged the wood none the less from 1500 kilometers away ( 1000 miles away ). I asked a friend to drive 15 minutes to the house to give Geoff wood, so that Geoff did not have to go buy wood, something I think he did not want to do.
If Geoff had looked at the photos, he would have seen that the house is exactly the way the Professional AirBnB Photographer had taken them. The house might be decorated in a Colonial or Manor House style, but all the furniture is new. The lounge couches have been re-upholstered and the kitchen toaster, oven, microwave, etc. are all new. The TVs are flat panel LCDs. The beds are only a few months old.
The best attraction about the house are the views. If the house was at road level, then there would not be any great views. The house is built further up the property to make full use of the views, hence the stairs, but till now not 1 guest ( except Geoff ) has complained about the stairs, as they all feel it is justifed to climb the stairs for the amazing views.
The apartment had another guest, that thought he could do as he pleases while I was away. I spoke to him about it and assures me there will be no noises coming from there. He will be gone by the time I welcome the next guests.
The day before his departure I arrived back in Cape Town and I went to meet him.
He was angry that there was only one toaster that could toast 2 slices of bread. He claimed there were 8 of them and it took 30 minutes to toast bread.I have had a number of groups of 9 or more and no-one has complained about this. In SA I only know of toasters that can toast 2 slices. I do not know where a person can buy toasters, in South Africa, that can toast more than 2 slices. I know this is readily available in the USA, but not here.
He said that me going to my Niece's birthday was %& ( he used a swear word that I can not repeat, as I do not want to violate AirBnB's terms and conditions ). I did not appreciate this at all and I have flight tickets, ber birth certificate and his baptism certificate to prove it.
Geoff cliams thahe was under pressure and stress from his family and that is why he acted that way, but I met his wife and the rest of hisfamily and they seemed nice and easy going. His wife even told him "its ok, leave it", he replied: "No, ...." ( I can not remember the exact order of words and I do not want to make a mistake ), he proceeeded to escort her down the passage away from us and then returned quickly to "talk" to me. He knew exactly what he was doing and wanted to carry on "talking" to me.
He swore at me and expected an apology. I asked if he kindly tells me what I did wrong, I would gladly apologise, but he turned around and walked away from me.
I was at the house in the evening the night before he left. I asked his son to kindly move his car, so I could get out of the garage. Neither he nor his son told me what their departure time would be the next day. On the day of his departure, when I arrived at 8:30am, he and his family were already gone and he had moved my furniture to cover up a huge stain, on the Lounge carpet, he had left. There was no note and he did not message me about it. I sent him a kind message asking what the stain was, so I can clean it, but to this day he has not replied. After waiting for a responce fo the entire day, I realised he will not reply, so I opened up a case in the AirBnB resolution centre, but after 2 weeks he has not replied nor responded and refuses to pay for the cleaning of the carpet stain.
His rudeness and behaviour shows what kind of a person he is. He made me feel really bad and I have never had a guest like him. I was almost about to cancel my AirBnB account and not to host ever again, because of his attitude and rudeness. There are so many wonderful guests on AirBnB, that I have had the pleasure to meet and they have all had a wonderful stay at my listings. He has ruined a "Guests image" to me. Maybe he should get some advice from the other AirBnB guests, how an AirBnB guest should behave on AirBnB.
I would just like to warn other hosts about Geoff and my bad experience with him.