Leslie was supposed to come with her parents and sister but later she asked to change the reservation since she had moved to Tel Aviv and thus she doesn't need to stay with her family. She never stayed in the apartment.
On the check-in day Leslie arrived to take the keys and to get instructions and tips about the apartment. We showed her around, explained her everything and told her that we are available for any concerns or problems that might occur.
Leslie was very happy with the apartment and didn’t have any complaints or problems.
Later that night Leslie asked me for another set of sheets saying that her family would like to change the sheets every week. Since it was complicated to explain where to find it i offered to come the day after to bring another set and she agreed.
When i contacted her the next day she said that it’s not convenient for her family to meet. At that point she told me that the bedsheets were not clean and that the apartment wasn’t clean either so her parents cleaned it for an hour.
I’ve found that weird since we use a cleaning service before every booking and that was the first time that we had any complaint like that. Again I suggested to come and bring a new set of sheets and to see what’s wrong but Leslie told me that they already bought a new set of sheets and that they want the cleaning fee back.
I was a bit surprised and I told Leslie that Airbnb rules state that guests should contact their hosts in the first 24 hours of their stay in case of a problem with the property and since we didn’t have the chance to see what the problem was and we didn’t have a chance to fix it, i can’t return them the fee but since i want everybody to feel satisfied i’m willing to refund them half of it.
Leslie thanked me and said she will ask her parents if they accept our offer but unfortunately we never got an answer from them.
Later on we tried to meet Leslie's parents couple of times since we wanted everybody to feel comfortable again but we didn’t succeed in doing that since it was never convenient for them. We never met them.
Before she made the booking Leslie asked me on what floor the apartment is. I’ve told her that it’s on the fourth floor with no elevator and her answer was: “It's ok, it's going to be our little daily workout, so we can eat more”.
When we returned to the apartment we noticed that a lot of our furniture was moved around and that they took off some lamp we had and some decoration. We also found that all the products we had in the freezer were thrown away.
I can understand if a guest needs more room or space but as far as I see it, and from my long experience as a host and guest on Airbnb, it is customary to ask before moving or throwing away private stuff.
Unfortunately, this is the first time in all my years as a host on Airbnb that I've been left with a bitter taste from a guest behavior.