Response from Robert:
What an unfortunate exchange this became. It could have easily been handled by Melissa where she was so irresponsible that she could not send a simple cancellation email to BnB. She canceled her reservation under false accusations on the night that she arrived. To begin, I accommodated a last minute booking for Melissa. She reserved the space for her parents from India and upon arriving at the place her parents were afraid of the artwork on the walls. Strange. This immediately shows that her parents, never even looked at the listing at any point as ALL of the artwork is shown in the photos on AirBnB. She reserved a place for them without showing them what it looked like. As you will see from the many stellar reviews of my apartment, every guest I've had, has loved the decor of the place. That's why it's listed as "Artsy Hip Apartment." But the situation escalated when her entire family (mother, father, husband and self, who I believe were all intending to stay in the apartment without listing them as guests) began harassing my assistant who was touring them around the apartment and letting them in. They claimed the house was dirty. My assistant cleaned it spotlessly before hand. My assistant informed me that the real reason this family did not want to stay was because the parents were afraid of the artwork on the walls. But they were using cleanliness as the excuse for wanting to cancel the reservation on the night of their arrival. This was further confirmed after I apologized for the apartment being "dirty." I told her I would deduct the cost of their stay for that night and have a cleaning person first thing in the morning at their convenience. Melissa refused this obvious solution. She was very difficult to deal with at this point. A hosts worst nightmare upon arrival of a stranger to your home. In the end, after my assistant became afraid of Melissa's husband's aggression, I offered her a 50% percent refund just to get them to leave. And then the kicker, ... she waited the duration of the listing to make the cancellation meaning that I couldn't reserve the time again. Then, I received the above fabricated review after a perfect record of guests so far. Very, very disappointing to trust strangers to do the right thing. It doesn't take much to be responsible enough to make a cancellation. It takes 30 seconds.