Response from Stav:
I will respond short and to the point: 1. Our guidelines clearly state that we don't give guests a set of keys and that they can't be in the apt between 9am and 11pm. Guests who do read the guidelines of an apt before booking should take full responsibility for their actions, including not reading the aforementioned guidelines. 2. They were most certainly able to get in touch with me - I answered the phone every single time they (website hidden): use of the bathroom: the two guests asked to come drop their bags at 9:30am, I asked them to arrive earlier as I have to be out of the house by 8:45 the latest. They have arrived at 8:15am with a THIRD PERSON, and they didn't just drop their bags, they started taking long showers one after another fully knowing that I need to leave and they are unable to stay as they don't have keys. At 8:30 I kindly asked them to postpone their showers as they knew I had to leave. After that they were able to use the bathroom whenever they needed it. Again, the guidelines say the guests must leave by 9am. When your hostess tells you in advance she needs to leave by 8:45am, don't start taking long showers at 8:15am, and NEVER bring an extra guest that wasn't part of the reservation. 4. Lastly, in regard to "Stav didn't care about us" - that aforementioned third guest showed up again at 11pm that night, crying, with nowhere to sleep. Jeremy and his friend put me in the very uncomfortable situation of telling her she can't stay cause we simply haven't got the room. I did, however, help her find a hotel and waited with her outside for a taxi, a task which obviously should've been theirs and yet I was glad to help with. So not only did I care about them, but I also extended my care to someone who wasn't my guest and helped her to the best of my ability. To conclude: Anyone on Airbnb who books a room should carefully read the guidelines before doing so and make sure they're OK with the house rules before booking. I am sorry to say that Jeremy and his friend were probably looking for the cheapest room they could find and had no regards for the details. I wish them better judgement on their next reservations.