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This was an unfortunate booking. Judy made the arrangements for her and her husband and another couple from McAllen to meet her sister and 2 men from Houston at my place in Austin. The sister (Martha) arrived first and decided she didn't like it, planned to leave for the hotel by UT where she wanted to stay in the first place, and demanded her money back. Judy (who arrived later and locked herself in the bedroom to call me and whisper) said she and her friends were fine to stay but she didn't want to make Martha upset, so could I just refund the money "so they could all go to the hotel and stay together and Martha would be happy?" I explained the cancellation policy and tried to address their issues. Martha called and yelled at me and said it was not safe, but would not say what concerned her and she was willing to go to another Airbnb just 3 houses down had it been available. She found a bleach spot on one of the 14 pillows I provide and said the linens were not "up to her standards." (They are 100% cotton and come from Bed, Bath & Beyond). I agreed to bring over different linens but she would not say what she wanted different. Then Judy claimed that she found a hair on the sofa (there were 7 guests in the house and it might have been one of theirs) but she said that if they were to stay, "they would have to sit on the floor because of the one hair." Judy said they were going to dinner and I said I would be over while they were gone to take care of all their problems. Martha insisted that I not come over because "I wouldn't be able to fix anything." Martha threatened to protest the charges on her credit card and sue me and Airbnb if the money was not returned. I stayed in contact with Airbnb help line, and I told Judy they would need to take pictures of any problems to submit to Airbnb. They disturbed an uninvolved neighbor to come over and inspect my property to testify that everything was in order when they left, "in case there was any trouble." The neighbor thought I had sent them over to get him, so he didn't contact me until the next day and that is when I found out they left completely. I called and e-mailed Judy for a couple of days until she finally replied that they decided not to stay in Austin and, instead, went to the tourist town of Fredricksburg, Texas. They sent Airbnb a photo of some dust on a crystal floor lamp and were able to get a 20% return of their money for the 4 night booking.
Judy was a great guest...very clean and respectful. I would be glad to have her back in my home!