Going on 7 years hosting, great history of 5 ratings, and I get this 3 rating:
“Diane was very thorough with her communication and had everything you could need to stay. However, there were ants all over the bathroom, stains on pillowcase, dead flies in bathroom, hair on bed. So these made us feel very unsanitary and wish we stayed somewhere else unfortunately.”
After some consideration, although this was an outlier, I thought I needed to respond for the benefit of future guests:
“We wish you had enjoyed your stay more! We can assure guests that we check the suite thoroughly prior to check in, as well as after check out, and in this case didn’t see any evidence of insects or cleaning issues. So, we urge guests to bring any concerns to our attention during their stay – and are happy to address them on the spot. We’re glad you were able to enjoy the snacks and drinks provided during your 3 night stay, and wish you safe travels.”
I repeated this on the message platform to the guest, with the addition:
“We’ve taken time-stamped photos of the pillows, linens, counters, sinks, floors, and the shower enclosure to review, although nothing amiss is apparent to us, and to assist in any follow up.”
In case they go to Airbnb and try to get a refund. Fortunately, they didn’t stain anything themselves, so the bedding (and counters and floors and sinks) were almost as clean as before they arrived.
You never know, we’re all human and I could have missed something but I’m really scratching my head. I guess insects might appear after check in, but interesting that they disappeared without a trace immediately after check out.
How’d I do?