Response from Victoria:
As a host since 2012, I strive to make every guest's experience a good one. Part of my success has been through honest communication with the guests. Marlene was very vocal about any issues she had, which I liked. I'm still truly sad that the fridge, which has now been replaced, broke down while she was staying in the apt. I would have loved to give her top service as a guest and make her stay as comfortable as possible. My concerns with hosting Marlene were the inconsistencies that I observed as she stayed on. Thirteen days after staying in the apt and after stating on the 1st day that the apt met her standards, Marlene surprised me with a message that my apt was extremely unclean when she moved in. This was after my brother had walked her through every part of the studio on the first day and had asked, as I had instructed him to do, if the studio met her standards. I also had spoken with her when my brother completed the tour of the place with her, to confirm it was indeed to her standard. She said everything was fantastic. She also stated 13 days after, that the pictures of my apt which were taken by an airbnb contract photographer didn't match my apt. I've been a host on airbnb to several guests. To create a better communication system, I have created a checklist that I would ask future guests to go through and confirm cleanliness of the apartment on the day it was received. Afterwards, they would sign it confirming they have received the apartment in a way that meets their standards.