Response from Yolanda:
These clients came on the tail of a group who were there only a week, who said that the place was perfect. They were provided a 4 page welcome booklet which detailed everything about the house, directions, what it included, contact and emergency information, and little tips about the area and what to do if something went wrong. This is a private house, and although we do everything we can to ensure that the place is clean and that guests have a pleasant and uneventful stay, it is not a hotel.
They were provided a good price and were even facilitated with a driver to pick them up from the airport. They had been told that the maid might still be there upon their arrival side they were arriving on the same day, but they asked her to leave before she was completely finished. They were provided the same as everybody else, a couple of rolls of toilet paper to start them off, but not as they expected: salt, sugar, laundry soap, cleaning products, and more toilet paper for the duration of their 40 day trip. They broke the toaster, and the ceiling fan light on their second day, and it was dealt with immediately with no blame. Their list of things that did not work does not exist. They broke the washing machine second week in and denied it was their fault, and made a complaint to airbnb about it, who ended up only partly compensating me for it even though the caretaker and the repairman insisted that the only way it could have broken was because of their misuse. They were disrespectful, and left my house a huge mess that it took my maid 10 hours to clean, with several broken things (including the dryer seal which was completely ripped out and left discarded in the sink), that they didn't bother even telling us about and then denied it tall even though it cost me well over $300 to repair it all. I had other guests arrive the following day and they wrote:
"Leyla was very helpful and gave us a great tour of the house. She is very sweet. We weren't able to catch the ferry from Paquera yesterday until 2 and we didn't get off the ferry until 4, so we really got in much later than expected. Just to let you know the house is very clean and organized, the yard and pool pristine. " They had a great time and were extremely satisfied. In the 6 years that I have been renting my house, I have had many positive comments such as this one,
but I have never had an experience like with Guillaume and Anais and have never had to make a claim before.