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Guest did not follow checkout instructions which asked for her to leave the door unlocked. She texted us that the door was unlocked, but in fact it was locked when we got back. We had to call a locksmith to open it. This was fine and we did not care because AirBnB would likely refund us. What surprised us was we found out just now that she left a scathing review with lies of our property and experience when we tried to help in everyway possible.
Attached is her review and our counterpoints:
"I believe this guest was upset at the fact that I am filing an AirBnB claim against her because she left the door locked when we told her to leave it unlocked. See case (phone number hidden)% compelling evidence of this.
Thus, she has decided to go on AirBnB and leave not only a scathing review, but an outright lie. Here are the outlined points and my response.
"This place reflected the price, although after paying $30 to park in the garage across the street it was way too expensive." -> In the welcome packet and on the phone , we specifically left instructions on where to park. Please contact me for further reference on the email I sent her.
"All other airbnbs that we experienced were guest apartments. This one was definitely lived in by the couple which was SO WIERD!" -> This is not a hotel. We are renting out our own apartment.
"We didn't have washcloths but we only requested towels so I guess we just assumed that washcloths would be a part of that." -> I called her specifically before and asked exactly what she needed and left exactly what she asked out in terms of toiletries, etc.
"Apparently it locked behind us because in the middle of a training that I was taking my phone went off three times from Erich asking if we left the door open and where were the keys." - The phone calls happened AFTER the fact when I had arrived back at home and noticed the door was locked. Helen had texted us that the door was unlocked when she left to which I replied Thank you. A door does not simply lock itself. It was consciously locked.
"He inferred that we may have to pay the locksmith bill but hoped airbnb would pay." -> I never inferred that they were going to pay. In fact, I said "ahh... yea that's probably what happened then. lauren got a locksmith to open it. i think airbnb handles this type of stuff, so i would say don't worry about it. airbnb will probably just pay us back the money for the locksmith "
Helen seems to have been upset at the situation that she accidentally locked the door and is trying to reclaim innocence by leaving this scathing review, which is very unprofessional."
Helen was a perfect guest and left the room in ideal condition. She's welcome back anytime!
Thank you for staying at the flat. Many happy travels in the future.
Helen was a great guest. She was quiet, respectful of our neighbors, and took good care of our home. We found it very easy to communicate with Helen. We would welcome her back anytime!