Hi, I'm from Philadelphia (currently living in a suburb of Philly), mother of 3, into holistic medecine and going to Austin to take a seminar:)
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I thought Michelle and I were having great communication up until her check out.
Michelle wanted to stay 2 extra days beyond her initial reservation. I was happy that she was having a good time. When I found out she wanted to stay longer (on the day of her check out), I immediately let the other 2 guests who were thinking of staying know that the place was no longer available. Michelle and i struggled together to get Airbnb to add on the days (since she had waited until the last minute) but we got it. She was happy.
Unfortunately, the two extra days (wed & thurs) she added on, happen to be higher rate because of a film festival and car race that was going on. She was unhappy about this, but booked the space anyways. Michelle booked our home for 5 days at a steller price ($70 a night). The cheapest we've rented it to anyone.
It wasn't until Michelle checked out that I realized she had needed more. This I regret. I try really hard to communicate with guests before and during their stay to make sure they are okay.
Even while traveling out of the country for work, I try to get back to guests within 45 min. When Michelle stayed with us, I was away from the country so I did my best to talk with her quite a bit to make sure she knew how to check in.
I sent her a Welcome Packet a week before her stay ( as I do for everyone), but I think maybe with the chaos of travel and getting to her conference she forgot to check her email and jot down our unit number, gate code, and all that good stuff.
I got her call (from a diff number then she gave me) and happily called back, then emailed, AND texted her all the info she needed to find our home within 15 min. It was not until she reviewed me on Airbnb that I found out that this was not fast enough and that she was annoyed.
I also found out later that she was cold at night which I felt horrible about. I would have had the property maintenance come right if I had known she couldn't get the heat to work.
As part of our Welcome Packet, we ask guests to try to leave the house as they have found it. Easy stuff. Light cleaning like washing dishes that you used, taking the trash out with you and doing soem light sweeping and surface cleaning. Michelle decided not to do any of this and was actually upset that she had to clean at all.
Michelle's is our first guest that has ever left a bad review of my home (and I have had over 25 lovely people stay with us).
I wish that i had known more about her needs while they were happening so that I could have done more.