Sarah was an extremely difficult guest to deal with. I have never been harassed the way Sarah harassed me. She would send text after text after text (4-6 text at once multiple times a day) to ALL methods of communication...the same content to all. If she did not get an instant reply, she would send more texts in a harassing manner. Let me point out I provided my personal cell phone number to her, but she was texting a wrong number yet blames the lack of communication on me. I can provide the correct number, but it is up to the guest to make sure they input all the correct digits when sending a text .Per Sarah's request, I reached out to a friend of hers (Gabrielle) who checked in between 4-5pm while Sarah arrived after 8pm. Gabrielle did not respond back to me despite me identifying myself as the host and that I was following up to make sure check in went well and to give her instructions on how to operate everything. Sarah checked in Thursday and then on Friday she met Alena who is part of the team. After meeting Alena, Sarah text me to say that all communication would be direction to Alena. Even after Sarah communicated this to me, she got upset when she didn't get an instant reply from me on Saturday afternoon/night. I have hosted MANY guest and communication has not been a problem. In fact please read the other reviews and notice that many of my guests have vouched that the communication between us was quick and that I am highly responsive.
Issues that Sarah complained to me about were not a problem when Alena physically went to the house to help them with whatever they needed. We were not sure why Sarah would communicate one thing to me and when Alena (who is 5 months pregnant) would stop by the house, Sarah would claim that the "problem" was not a problem anymore. I understand that they came out for a bachelorette party and that getting intoxicated was apparently the goal for some of her guests as Alena pointed out many were drunk when she checked in on them. With this being said, Sarah violated the total amount of guests allowed at the house. We have signs and also remind guests to please not flush certain items down the toilets. In the midst of their bachelorette festivities and day/night drinking, we do not doubt that this requests was ignored which caused the overflow of the toilet. It is funny that Thursday and Friday absolutely NOTHING overflowed and worked perfectly as it does with all other guests. Saturday after possibly a build up of prohibited flushed items, the toilet did overflow and Sarah is blaming it on a non-existent "prior-systemic issue". We have NEVER had any toilet overflow in the 2 years we have Airbnb'ed this lovely home. We have high profile guest (i.e: professional sports athletes, models, major companies book the house for filming/photography sessions) stay at the home on repeat occasions because they value the condition the house is in, the privacy and the customer service we provide to them.
It is upsetting that Sarah would say I took very little responsibility to remedy the issues that arose. Everything was promptly addressed by either myself or Alena. The plumber got to the house in record time even with the bad LA traffic. The bill for the overflowing toilet caused by Sarah and her guests was not even passed down to Sarah. Sarah even requested an air mattress for her pregnant guest so she wouldn't sleep on the couch one of the nights she was flying in. We went out of our way to provide this for Sarah and it came out of our pocket and she did not pay the request I made for this as stated in our policy for extra guests. Overall, hosting Sarah was a nightmare. We appreciate our guests, but this level of harassment and ungratefulness is not welcomed or tolerated. We expect the same level or respect we give our guests and are always willing to accommodate request if possible.
To all future guests: I am always easy to get a hold of. I provide my personal cell phone number and am available pretty much any time of the day. Do not let the review of one disgruntled, difficult guest outweigh the MANY positive reviews I have. You will enjoy the home as much as these happy guests have! Thank you for taking the time to read my response as I know it was quite lengthy!