Melbourne, Victoria, Australia
Member since August 2012
I am a cheerful person who loves and is passionate about living in Melbourne, and all it has to offer. I love introducing new people to my city and the North in particular and will make sure any visitors have a great time.
Response from Rachel:
As a committed, enthusiastic and passionate host who has created great
experiences for many people, as you can see from my reviews, I am very
disappointed to read Kylie's comments.
Kylie was not actually a guest of mine. She made a booking, on behalf of
other guests, which is actually against the airbnb policy.
I let Kylie know I would not be at the property to meet the guests, and
told her my key safe combination. Kylie was happy with this arrangement at
the time. This has been used successfully by many guests before (see
comments in previous reviews) and is used regularly by my cleaner. I tested
the safe, as I always do before leaving for work.
I received a call in the early afternoon, from a woman that was not Kylie,
who I did not know and had never spoken to, stating that she was my guest
and could not open the safe.
I can only imagine, as this has never been an issue in the past, that
either Kylie had not passed on the correct combination, or the guest had
accidentally shifted the combination to the locked position.
I was at work but said that if the guest could catch the train (12 minutes)
to my work I would be happy to provide another key, and that she could come
anytime until 5.00pm. I was polite and friendly and offered a solution. The
guest said she would speak to her husband and let me know. I told her that
if she wanted, I was happy to call airbnb and see if she could be
The guest advised as I was leaving work she would like to come to collect a
key, however at this stage I had enquired with airbnb as to relocation of
the guest, since I was uncomfortable that I didn't know who the guests were
(not being Kylie who made the booking) and I thought it would be the best
outcome in the circumstance for all concerned. Airbnb were as ever
professional and said they would arrange alternative accommodation for the
guest, at a penalty to myself, which I accepted for the inconvenience
caused to the guest.
I can understand that the experience was not as the guest hoped, however I:
- left a key in an accessible, tried and tested location as arranged
- offered an alternative key collection means when the guest was unable
effectively use the key safe
- spoke with airbnb and requested assistance for the guest,
- accepted the penalty to myself for the guests inconvenience
- was reasonable in offering options despite the guest being
(understandably) upset and frustrated and very abrasive and rude to me on
the phone although I was trying to help
I am a friendly host, always polite, I try very hard to work out solutions
on the few occasions things do not go as planned. I have learned from this
experience in that you should never rent to a guest you have never spoken
to or who books via a third party. Kylie has left a review despite never
having actually spoken to me in person or on the phone, and with no first
hand knowledge of the situation because she was not the guest.
I hope that future guests will look at my many positive reviews, for this
and my other listings, and will see that I am a reliable and great host,
rather than be swayed by the view of someone who actually had no first hand
experience of the situation.