Response from Emey:
This reservation was complicated by Airbnb's lack of pet stay charging algorithm and erroneous initial advice on alteration to handle the pet rent. When the tenants decided to shorten their stay for personal reason, it decreased the monthly rent by 80% due to the SW glitch in its rules governing cancellations with "alterations". We were asked to accept this as the final price which we couldn't and even Airbnb didn't understand the error its' SW was generating and couldn't address this issue. Further delays were caused by shortage of holiday staff (Dec.) and responsiveness from the responsible problem resolution dept.
So, the first rule is to understand the Airbnb SW idiosyncrasies and policies - to date, the corrections which Airbnb said will mitigate is still outstanding, and we are still short in the rent revenue which is controlled by Airbnb.
We did not triple the pet rent after cancellation policy was selected. There were 3 cancellation policies, depending on when the cancellation was made, the tenant could have been charged more, so we even offer not to charged pet rent for the time tenant was not residing there; the rent as cancellation penalty is business as usual and by Airbnb.
We always try to accommodate tenant who are staying longer - this started as a 6 month stay request. The pet fees was decreased by more than 67%, to accommodate the length of 6 month stay. Even when reduced to 3 months, we kept the same discount as a courtesy. But when the duration was cut short to 2 months, not by us, we ask that the discount meant for the longer stay, be corrected to commensurate with the shorter stay duration.
Agreements were made based on a set of criteria, when those changed, the agreement is altered, and should be adjusted to the criteria governing the shorter stay. We post the month-to-month pet fee rates on all of our listings, some, like this new listing was updated as pet requests come in, but definitely before the cancellation took place because we didn't anticipate it, or else we would have been sure to discussed this prior to booking..
To date, even the agreed upon balance amount to be paid by the tenant and Airbnb are still missing from our payment, and we have no idea, when the correction will be done, since the only way to contact this Airbnb payment department is via email.
Perhaps most important to both parties: define the stay duration, list all the possible outcomes so both sides can anticipate the possible combination of exceptions. Make a shorter reservation if unsure, one can always extend, but cancellation is the hard way for both parties, especially when discounts are given as courtesy terms of longer stay duration, and should be corrected if the stay duration be altered by the tenant. This is just standard rental policy governing long vs short rental commitment.
We are a furnished apt, not a hotel and we follow apartment rental regulations.
Response from Emey:
Thanks for the positive review and I am delighted that you enjoyed your stay. So sorry to hear of your long wait due to missed connections....must be hard with 2 young children! I've convinced Leo to move to #20 so he has no more worries of his son's activities bothering the downstairs neighbor. The re-piping of your side of the building finally finished on New Year's eve. Now, they are working on the center building. You missed all the commotion of having to have workmen in you unit - glad you made it home safely and hope you had a great X'mas with your family and friends, and all your US purchases made it in one piece.