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Mary & her friend Carolyn arranged a visit to my place in San Francisco for 3 nights, with the purpose being to visit a sick friend locally. They had to drive from S. California, and estimated an arrival of 6pm, which I said was fine. When we spoke on the phone during their drive, she said they did not have directions to my place, which I found to be a little surprising, since usually one does that in advance. Unfortunately, I was not familiar enough with where she was to give them to her at that time, but gave her what basic information I could (get to the Bay Bridge). She sounded confused again when I spoke with her after they finally arrived in the city around 8pm. I gave her simple directions when they were just 10 minutes away, but it took them over 30 more minutes to get here, with the total wait time past their expected arrival adding up to over 2 hours. Since it was well past the 8pm cutoff time for check in, she agreed she owed me a $50 late check in fee (since I have to get up early in the AM, I try to discourage late check in's).
The next day I got a call from an AirBnB representative saying that the steps up to my apartment were too much for Mary and her friend, and they were going to stay somewhere else and wanted to ask about a refund. Although my policy is not to do so on such late notice, I gave a one day refund (less the late arrival fee), and the rep said that Mary would be reaching out to me that day to conclude their visit. I received no text or call, and when I came to my apartment found the door left wide open, even though the written instructions I personally handed Mary clearly indicated where to the keys could be left when I was not able to meet them to check out. Needless to say, I am very unhappy that my place was left unlocked and there was no effort to phone or text me. Even though my original ad clearly indicated this was a top floor penthouse apartment and to expect lots of stairs Mary never let me know this might be a problem for her or her friend. I have since added language to make it even more clear what to expect - and that it is worth it.