Hey guys. I’m looking for feedback/editorial review for a negative guest review I will be leaving today by 3:50 pm EST - the 2-week review cut off time. (name changed for privacy) Thx in advance:
BBB arrived for her reservation with more people than disclosed, then abandoned the apartment without providing me an opportunity to address her two complaints of cleanliness, and subsequently, the following day reported suffering a medical emergency as justification for her actions. Upon realizing my apartment could not physically accommodate more than 3 people, she contacted me attempting to be released from the reservation. She called me at 6:23 pm on the day of her check-in and stated the apartment was simply not what she was expecting, explaining there was no full-length mirror. I told her the apartment was provided exactly as advertised. She then raised complaints about the cleanliness of the apartment and told me they found food crumbs on the floor and that the bathtub appeared to blacken and requested a full refund from me. I explained to her that I have a Strict cancellation policy and that no consideration of a refund would be warranted until she sent me pictures of the issues via Airbnb, and provided me time to come view them myself and contact my maid. I immediately contacted my maid to return to the apartment and left my office early to meet the maid. Upon my arrival at 7:10pm, BBB had already departed and returned the keys. The maid was there waiting for me and informed me he saw a group larger than three people departing the apartment. Upon our inspection, we found some pink hard water stains on the shower head and discoloration in the tubs enable floor, and some old grout stains in various areas. We were able to fully clean and remove these problems in less than 5 mins. The next day, I was informed that BBB was now reporting having experienced a serve medical condition of an eczema attack as the basis for her request to be refunded. No explanation or documentation as to how an unused shower could cause an eczema attack, a pretty incredible story. BBB would be wise to only book with hosts who have Flexible cancelation policies so she could arrive and decide if the listing meets her expectations. I would never host BBB again and strongly advise against any future host from doing so as well.