As a host, we hate ever having to leave a negative comment about our usually wonderful guests, but we were very surprised by Chris' behavior. The day after Chris arrived, we received this message:
"We noticed a note that said the couch bed is no longer working, and to use the aero bed in storage for the 5/6th family member. I also see the listing is now updated noting the aero bed and not the couch bed, something that was *not* previously written. We also weren't notified of the switch before arriving! Given that we've spent close to $2,000 for our stay, that's unacceptable! What can you do for a replacement third bed this week? Finally, before confirming our reservation I had a very direct question about the internet speed. Star said, '... it was 40-60M download speed... These are very attentive homeowners who take great care of the place and provide good amenities.' Upon checking this evening the internet maxes out at 20M download."
After receiving Chris' email, we explained that the Airbnb ad was unchanged; the sofa-bed had been inoperable long before we started advertising on Airbnb, and that it's always been advertised with an aerobed. We also told him that during the homeowner's experience at the house, the owner got 40-60Mps during his last stay (which Chris conveniently omitted from his quote). We explained that it's impossible to guarantee a specific speed for a guest as there are so many factors involved such as the distance to the router (speed slows as the WiFi signal gets weaker), radio interference, device being used, etc. After our reply we didn't hear from Chris again during his stay.
After Chris' departure, we received a request via Airbnb for a $500 refund for slow internet and cleaning issues that contained pictures of a scuffed floor, the end of a shower curtain rod, a skylight, and a couple of other insignificant items that wouldn't have impacted his stay. Chris didn't contact us about any cleaning issues during his stay nor did he respond to our response to his email about the WiFi. The house was cleaned by an independent contractor and inspected by one of our staff prior to his arrival. If the issues Chris deemed were so serious ($500 worth of issues), it's perplexing why he wouldn't contact us to receive assistance, but rather wait until he checked out to file a dispute demanding a refund.
Unfortunately, Airbnb's default review policy makes dishonest or boldfaced lies such as these possible. There was nothing misrepresented about the property. The Airbnb ad specifically speaks of lots of steps and a steep driveway: "**Please note this home is located on a hill accessed either up a steep driveway or many steps, and therefore may not be suitable for those with mobility issues."
The guest showed up unexpectedly a few days before his booking without prior permission or contacting us to see if the home was vacant and available to visit. He decided he didn't like the stairs and wanted to cancel a one-week booking which he had made 3 months prior with only 2 days notice. The guest threatened a negative review if he didn't get a full refund despite Airbnb's clear cancellation policy. So, readers should read his comments against that backdrop.
The house has been a vacation rental for many years (long before the advent of Airbnb) and has had numerous families with both young and old stay and enjoy this location without incident or "danger".