It's a shame we've been provided with this review as we made all the possible efforts to have our guest Jess happy during her stay. It really make us very sad but more than that, really offended with what we consider defamations to our service.
For a start there wasn't any double booking since the application doesn't allow that. We explained that while updating our profile it seemed the instant booking was inadvertently activated and we had Jess booking immediately without any check or previous review/pre-approval for our surprise. That concerned me as we only had taken people we could previously check in other profiles or with reviews from Airbnb. It was then explained to Jess that the current tenant had intentions to stay longer and we were unsure since it was only a conversation not confirmed.
When we looked to the possibility of a refund the phone recommended to do it through a PC which at that time was not available, so to avoid more hustle for everyone, we decided to take the risk and give Jess the opportunity of staying. We managed to explain the current (at that time) tenant, that the room had been inadvertently booked, he understood and agreed to leave as he had initially planned. That was immediately communicated to Jess that the booking was going ahead so she didn't have to worry and apologies given and accepted for any inconvenience. That's in the history of our Airbnb communications. It's really a surprise she still came with that resentment as in her case I would have requested a refund by all means. The room was vacated one day before Jess' arrival without problem and an intensive cleaning was done as per our normal routine when a new guest is arriving, even more being a weekend as we have more time for that.
About the cleaning of the room, it was spotless and the common areas as well when given to Jess. We even fumigated as some tenants take food to the rooms which is outside our control. No ants or insects were spotted and we would never provide a room in those conditions. It was explained and it's in our profile that we work full time during the week so each guest is responsible for cleaning after themselves. We never had a complaint before. A written set of the house rules was provided as outlined in our profile, as well as a roster if staying more than a week for deeper cleaning. This is shared accommodation not a hotel with daily housekeeping service and we never had a problem with either long or short term tenants. As far as we understand is similar than renting a home, you pay for the rent but the landlord is not responsible for cleaning after yourself, nor your food or your toiletries or essentials.
Our booking is pretty clear and straight forward, we don't or didn't offer things we don't have. Pictures show what it is and no more. We didn't offer any essentials or toiletries but as a gesture of kindness and courtesy we provide a big towel and toilet paper to our short term tenants. I also put a couple of small towels and another two hand towels for Jess. There were additional toilet papers below the vanity, Jess just could have asked if she didn't see them and we could have point them out to her. As I usually do, I checked with Jess if she was settled or needed anything else e.g. if everything was ok. The responses were always "all good", "no need anything", even John wanted to drive her to the shops when Jess arrived but a self-sufficient answer was given "I have a map I'm ok". I offered food/drinks and all responses were negative. 'Please let me know if you need anything or can help you in anyway'. 'Sure no worries, all good' was a constant answer. So we understood a little or none contact was desired, which seemed ok for the nature of our work and activities, we are independent people and we appreciate the need of independence of some guests, that's why we offer the rooms as independent. And we thought Jess is perfect she doesn't need anything. Little we knew she was planning to say anything to make us look bad.
During Jess stay I had a potential long term tenant who wanted to see the room so I've asked for permission to Jess and she agreed. The inspection was quick and, as a short notice I explained our potential tenant it might not be tidy. In fact the room wasn't tidy and food as fruit and lots of snacks were around the room with crumbs on the floor, I also noticed the windows were open so I closed them to reach the security lock (which leaves a small ventilation space open) why? Because they only have the mosquito mash. It was explained not to leave them open and it is in our set of rules for security purposes. Nothing has ever happened to us but it's because we're careful and we want to keep it like that. Obviously Jess didn't pay attention to it but for only a week I didn't want to make her feel uncomfortable or bad so I didn't say anything and just close it and let her mass and food be around.
When she left I received the keys and checked the room. One hand towel was missing and in front of her I found an ant walking on the wall and said to her: look there is an explorer from the garden, they are always looking for food and nothing more. She left the room with crumbs and no the same way we gave it to her, again if she would have rented from a landlord she would have had to give it back the same way. All our previous tenants left the linen in the washing machine or already washed or hanging for us. But again it wasn’t a big deal for us.
During her departure, she only said thank you and appreciated the hosting, we chatted friendly and no feedback was given other than we would put each other’s review. Which we did to help her out to build reputation. Why wasn’t she more sincere and honest since the beginning? We don’t know. After this I can only say be careful to receive Jess as she is not sincere or honest in her words. For sure we’ve learned a lesson not to trust everyone but I’m sure life will teach Jess her own lesson at her own time no to damage other people freely. We wish Jess well but we’ll pursue a further actions if needed to avoid other people being damaged the same way than us.