Response from Helen:
First, there was a big fire in our neighborhood the night before and we notified them that the air would be hot and musky. We asked if they wanted cancel their reservation. When they arrived, it was a heatwave going on (temp 80s), house in SF isn't equipped with an AC. We just cooked and the house was hot. We offered them a fan but they said no. Majority the stuff in the closet are for guest to use, like TV, and other bedroom accessories . There are definite room in the closet, none of our guests has this problem before. We may have not cleaned the bathroom thoroughly as their high expectation. We definitely try to improve this.
We are sorry for not meeting their 1st airbnb experience. But again, airbnb service is not like a 4-5 stairs hotels, esp our affordable listing price is undeniable. We would love to hear their feedback after staying at other airbnb hosts.
From this experience, for sure, we would explain more details when coming to serving our next 1st time airbnb guest. Hopefully, we are on the same page before rushing into the contract and doesn't satisfy with the service we provide.