1. one of the guests physically attacked the host who is a 63 year old lady. Yanking the phone from her hand because they were being recorded.
2. They damaged the couch and didn’t pay for it yet
3. They damaged a chair and didn’t pay for it yet
4. They did not comply in paying the electricity and never objected the 2 times it was mentioned before their check in
5. Laura Rating on her experience with us (And a comparison in Rating in this particular property)
A) Overall she rated us 1 Star (OUR CURRENT AVERAGE IS 4 Stars)
B) Accuracy she rated us 2 Stars (OUR CURRENT AVERAGE IS 4.5 Stars)
C) Communication She rated us 2 Stars (OUR CURRENT AVERAGE IS 4.5 Stars)
D) Cleaningness she rated us 3 Stars (OUR CURRENT AVERAGE IS 4 Stars)
E) Location she rated us 4 Stars (OUR CURRENT AVERAGE IS 5 Stars)
F) Check in she rated us 3 Stars (OUR CURRENT AVERAGE IS 4.5 Stars)
G) Value she rated us 1 Star (OUR CURRENT AVERAGE IS 4 Stars)
WARNING! Misconstrued Reviews Must be Noted if Only for the Sake of the Flow of the Airbnb Community.
My name is Coy Clark and I was not the person who checked them in or out. My mother, Fernanda, 64 this year, did. I was, however in communication with her while she was describing the unfortunate events that took place at Laura’s check out.
1. Guest writes: “This is the worst Airbnb experience we have ever had.”
This property in particular so happens to be our most Luxurious out of over 100 Apartments we currently have listed in all platforms combined. This is no figure of speech. This is our very nicest property.
Over U$100,000 Dollars has been invested in taking it to a luxurious indoors experience.
2. Guest writes: “they charge a fortune for electricity and demand that you pay in cash, off the Airbnb platform, which is AGAINST Airbnb policy.”
A) We welcome an average 500 Guests per calendar year on this property and we NEVER in 17 years had the guest REFUSE to pay for electricity before. The guests sometimes don’t understand the consumption of 17 adults in an apartment with 5 air conditioners turned on simultaneously, specially when they choose to leave them on for an extended period of time during the day.
B) It’s stated in the AIRBNB HOUSE MANUAL (Electricity is charged aside at 2 Reais per Kilowatt) and AIRBNB HOUSE RULES: (Electricity is charged at 2 Reais per Kilowatt to cover Laundry after check out.)
C) Paying in Cash or Paying via Airbnb was never the issue for us. in fact we PREFER the payment is made via Airbnb. What really happened was that the group at first REFUSED to pay for the electricity all together claiming it was an absurd amount. (U$29.68 a day), Which indeed is about double what other guests usually spend on electricity. And the reason for this is due to the fact that the Guests kept the Air Conditioners on for the vast majority of their stay. And as a result of that, they damaged the living room Split AC of 30,000 BTU which, again, we categorically asked them to keep it off when they were not in the apartment and the group chose to ignore this warning.
Understand, the group refers to the cost of Electricity as “A Fortune” when even with their extremely high consumption it amounted to U$1.74 per guest per night (and not to mention this Dollar 74 Cents includes the Laundry expense for after the group checks out (EXACTLY AS STATED ON THE HOUSE MANUAL AND RULES)
D) The group at first said they were not paying for electricity period. and as they left, and only when they left, that they mentioned, we can pay via Airbnb. HAD THEY SAID THEY WANTED TO PAY VIA AIRBNB FROM THE BEGINNING, the host would have sent the request on Airbnb right there and there. So that was the first misconstrued fact.
E) And if they were not ok with our House Rules, they could have said something before booking or even after booking, which they never did.
F) When they checked in, the host informed them once more that the Electricity was to be paid at check out, and once again, there were no OBJECTIONS FROM THE GUESTS.
3. Guest writes: “When we refused to pay in cash, we were the victims of a shocking experience in which the owner attempted to hold us hostage in the apartment. We politely indicated we would make the payment through the Airbnb platform.”A) this is MISCONSTRUED INFORMATION #2. Let’s establish here, that LAURA the GUEST WHO BOOKED THE PROPERTY on AIRBNB, WAS NOT EVEN THERE WHILE ALL THIS HAPPENED. So all she got was what she was told by the other guests.B) What the main guest Laura may not know is that to the contrary, one of the guests got very “agitated” towards the host Fernanda, who’s 64, and yanked her phone from her’s hand. Here we have the description of a 64 year old lady, holding 8 adults hostage in an apartment. As much as I don’t like to make our guests wrong, this piece of information is simply inaccurate.
4. Guest writes: “We said we were going to leave and the owner subsequently grabbed one of our luggage and locked the door. We quickly scrambled to grab our belongings and fled the apartment in fear.” A) Misconstrued information #3, The host never even TOUCHED they luggage, and never locked the door, and the proof of that is that the group was able to leave the apartment , according to the guests own explanation.
5. Guest writes: “When we got to the street, we were waiting for taxis and the owner followed us down and continued to demand cash.”A) When they got to the lobby, one of the guests grabbed Fernanda’s phone from her hand because she was trying to record the event and proceeded to join the finger inches from her face. My point here is this: If they were willing to pay via AIRBNB why didn’t they then? and the answer is, because initially they, again, simply didn’t want to pay. They probably talked to Laura on (Hidden by Airbnb) and she probably indeed confirmed to the rest of the group that Electricity was part of the HOUSE RULES
6. Guest writes: “The house itself is also terrible to stay in for large groups. It’s advertised for 16 people, but it is absolutely tiny and in poor condition.”A) The Exact square footage of the Apartment of 1184 Square Feet was shared with Laura before hand. And her response, via TEXT word by word was: “We are aware!!! We want to enjoy the day, Rio! So it’s gonna be more just to sleep.”I even proceeded to tell her: This is not a large apartment for 17 people, I also said, Apartments in Rio are normally smaller. I used the word COMPACT. I said please KNOW this apartment is COMPACT for 17 people.and Laura said, she understood. So it’s really not fair to have her share in the community that the apartment is “TERRIBLE TO STAY IN FOR LARGE GROUPS”. This is a classic case where a guest vents their frustration over something specific and totally ignores that we had had that conversation already and that she CONSENTED to what I inform her.B) Guest mentions the apartment was advertised for 16, but it was Laura who requested we took one more extra guest making it 17 total number of guests at the end. The size of the property is clear on the listing itself, and it was mentioned again, VERBALLY before hand.C) Guest finishes her sentence with “poor condition” which not just is an extremely vague comment but again, we are talking about our FINEST property, out of 109 properties. This property is by far the most gorgeous looking one we have and you can see the pictures for yourselves. Quite often guests will say, the apartment is nicer in person than in the pictures.Here we have one more case, of guest, abusing her power in leaving her review by using terminologies that simply just doesn’t apply.
7. Guest writes: “The owner will also try and charge you hundreds of dollars for the smallest thing, like drops of water on the couch.”The group PERMANENTLY DAMAGED A U$2500 couch with tanning oil, and it was NOT WATER, and we can prove it.To me, this is another way to avoid responsibility and it’s unfortunate that certain guests will use the Airbnb platform to make it look like it’s EXACTLY THE OPPOSITE of what actually happened. what happened is that the group damaged the couch and Laura was not even there at check out to say wether it was water or anything else for that matter.We are currently requesting compensation with the help of Airbnb and they have been nothing but great in helping us with this unfortunate event with Laura’s group.
8. Guest writes: “The air conditioning unit in the living room was broken and leaked a significant amount of water. This not only damaged our shoes and other belongings that were below the air conditioner, but it also was extremely noisy and prevented us from sleeping well.”A) This is a 30,000 BTU Heavy Duty AC, top of the line, and in fact, pretty darn quiet oneB) Who is sleeping in the Living Room when all 15 beds are in the 4 bedroomsC) We categorically asked that they turned off that specific AC in the Living Room due to the fact that it pushes a lot of electricity (for their own sake, and to preserve the machine). Low and Behold, they ignored that, and BECAUSE OF THAT, the AC broke and started to leak, which we fixed, and sent Airbnb the Receipt of the repair and we are requesting they pay, since they ignored the fact we told them, the AC can’t be turned on 24 hours a day.Airbnb has been nothing but great gain, in the process of collecting the cost of repair from Laura. It’s just unfortunate, once again, that the guest is using the platform here to make it look like it wasn’t them at all.
9. Guest writes: “The unit was advertised to include 3 bathrooms, but only had 2 standard bathrooms. One of the bathrooms had a showerhead over the toilet seat, so it was not possible to conveniently shower in it.”The third bathroom is a full bathroom and indeed is small and yet fully capable of showering as every single group we welcome showers their week after week.
10. Guest writes: “that bathroom had an indoor facing window at head level with no curtain or closing, which excluded any privacy in that bathroom.”The glass in that bathroom is not see through, so from who’s looking from outside, can’t see anything on the inside, so I’m not sure where the guest is trying to go with that.
Enclosing, I want to add some comment Laura left me privately via text: VERBATIM after she checked out.1. "Everything went right! The apartment is indeed very compact, therefore it was tight for 17 people. Our Luggage had to go in the Living Room. But the Location is great and everything else, everything went well!"
Please read this last statement she left me via text after check out and tell me if this is at all what she described on her review.
Laura, I wish you the best, but your group's conduct was flat out hostile, and I am yet to receive payment for the AC you left on 24/7
tanning oil on our couch and a broken chair.