Brian can be a real problem. Since first day he already caused drama by not knowing how to turn the front door knob at check in. very rude. we explained calmly how to use code door knob and all was good. Again Brian complaint about place being dirty (bathroom, towels, bed sheets). he stated place was not cleaned. 100% of the check outs, my cleaning crew clean the place and replace all bed sheets and towels for clean ones. To solve the problem, I sent my cleaning lady again and she cleaned bathroom again and changed all towels and bed sheets. She called me right away to report no signs of stain on none of them. The major issue came when Brian pulled our main floor carpet (2 of them) and called airbnb asking for refund. We do have some broken tiles under a very thick protection. Brian tried to take advantage to get refund from us. We did gave him 2 nights free +($350) and until now he keep calling us for more money. We warned him on the day of the complain that I would give him FULL REFUND if he leaves the apartment and go elsewhere. He did not, he chose to stay the entire reservation dates and then requested 75% of the reservation cost. It will not happen. Even airbnb support, after talking to them, and showing them photos of how the place is (PHOTOS ARE ACCURATE on our site, that our apartment is totally safe for our guests. Unfortunely not all guests takes care of the place. It is not easy to maintain 100% perfection but we do our best to fix any issues our guests call us to complain. Speaking to Brian on the phone was just impossible. Very rude.