I have had this posting on Airbnb for more than a year now, and – as the other more than 10 reviews show – I have never had troubles with guests before. In fact, all other reviews are very positive. Unfortunately, there were issues with Max. Max misunderstood several of the information that I sent to him, which caused quite a bit of confusion, and – so it seems – also a bad experience for Max. No one is more sorry about this than I, as it is essential for me that all of my guests feel respected and have a great experience while staying in Copenhagen.
I am however genuinely surprised to have this review, as I – as Max also explains – have accommodated his requests to the extent I could, and generally have done my very best to resolve the misunderstandings. Let me go through the pieces of information one by one:
-I provide towels, pillows and duvets to all my guests, but not by default bedsheets and linen for the duvets and pillows. However, if people wish to have this, I offer this service for appr. 100 kr. per set. All tenants are told this well in advance, it has not been an issue before, and in the case of Max’ group I even waived the fee as a curtesy.
-There is a washer/dryer in the building. However, when Max visited, this was broken. I should of course have informed Max in advance, but did not think of this, as no other guests staying for a weekend have wished to use it. When he asked for the washing machine, I guided him to a laundromat 30 meters from my place. My apologies to Max that this was an issue. I have however not learned of it being an issue until in this review, which I find unfortunate, as there could most likely have been found a solution to this issue also, had it just been voiced to me directly.
-Finally, I must say that the notion that I should have deliberately waited a week to respond is – and excuse me for being a little straightforward here - completely nonsense. I was not aware that the deadline for refund had been passed. And, frankly, if my plan was to aim for this, I could easily just have stood my ground and not waived any fee, as there was nothing in my dialogue with Airbnb that implied that charging a fee for bedsheets and linen is not in compliance with the rules. However, as a token of good will I accommodated Max’ request, as I wished for him and his friends to have a good experience at my place and in Copenhagen.
I hope the above sheds light on the issues at hand. Let me again stress that this is the first time I do not receive an unequivocally positive review. And let me also say that despite the fact that I disagree with Max’ presentation and interpretation of matters, I am sincerely sorry that he did not have a spotless experience. This also implies that this review has taught me to be even clearer in my communication so as to avoid any misunderstandings in the future.