Respuesta de Jennifer:
Again I pride myself on being a reasonable person, I of course have been an Airbnb Host for longer then a year now with so many happy guests staying with us. We continually improve the space and upgrade the home, and take criticism well. We do want a fair pricing and quality service for guests, it is high season and we had Heather's family of 5 plus service animal, we do not normally allow animals into our property...and have regular household rules standards that are very understandable which most airbnb properties also have.
We had made exception for this large family to have their PIG Service Animal at our home being reasured it was clean and trained so there would be no damages. (However every once in a while we do get guests who do not respect our household, we have had carpets stained in past, hot tub filthy had to fully drain it so next guest couldn't enjoy it, walls damaged and it ruins the stay of the next guest when we are now needing to do unforeseen repairs.) Our apologies when it offends people to take responsibility for things they wreck and I have to discuss unpleasant things with guests "their damages to our property" such as Heather's family had broke a the full door frame so the door no longer can open or close to a bedroom, and blood stains on the white comforter in our guest Bedroom the blood stains didn't come out.
Had I knew about this prior to their family checking out I could of had it fixed and repaired while they were in our property ideally, but to have to repair and replace these discovers by our housekeeper after check out was disruptive. It took us into the next guest stay to get quote, repair guy and repairs had to intrude on the next guests as well. I messaged her after the facts only to be told that she did tell my new husband, "he was aware and said it was no problem and then to be told she felt she paid too much for her stay, complain now about many things that she never brought up during her stay, and was hesitate to feel she should cover the damage." I simply wondered why I was never told and that it wasn't brought to my attention I was the Host. I had to take time to get a quote and I had expected compensation. The items were never mentioned in the Airbnb system which is how communication review are regularly done ...via in written form all issue through Airbnb to myself.
It was a very busy month for us as we got Married Canada Day, and she did say she verbally told my husband who was over worked over tired and didn't recall anything nor tell me about such damages. He did not see the extent of the said damages so he thought it was just a slight crack in door frame and was trying to be easy going. However the damage was way more then he thought from the explanation a $300 repair, not minor. We do not normally accept animals at our property we made exceptions to accommodate this family and I clearly stated that any messes or damages would need to be covered.
Also I let the family know we had our many family members coming into Edmonton, my mother in law was moving back from Ontario and we had stored her stuff in our basement which is also not a regular occurrence. We asked if we could at least have access from time to time, which Heather accommodated and never had a complaint prior. NEVER did anyone enter without permission the property! Every time anyone needed things from the home, I made a text message request and waited until it worked for Heather's timing and family. My mother inlaw only 3 times visited the home we didn't wish to intrude or be over barring. We stated a 30 day guest stay is not the same as a 1 week guest stay when we can wait to access things after check outs before check ins. That them being a full month guests we would need to be by weekly. Yes, we do run a hot shot company from the property garage, and extremely large 4 acre driveway which she was told in advance, the day she viewed the property prior to even her confirming a booking with us. This means only trucks and trailers can come and go from the very large property which others don't even notice, we didn't disturb them more then 5 times in 30 days.
The acreage living is in the woods, and wilderness it lovely and of course there is wild life such as: birds, bees, bugs, tress, deer, coyotes. I gather someone from a big city would have not been accustom to these things might take some getting used to... it can get dusty, and bugs are in every part of Alberta. Mosquito season we do not control, our quality of services and care we do control at our home such as Garbage removal, hot tub care, lawn care and we do not leave it to guest. We come to our home to manage those items, waterman delivery comes weekly, we have a 3500 gallon tank can have more flexible rules for people taking baths and showers longer then 10 min when there is only 5 people a regular household full, however we simply know that others having a parties at property have abused water consumption so this prevention is in place for all guest enjoyment having 20-40 people using hot and showers all towels then laundering 7 loads we can run out after a weekend for the next gusts stay water. So we put the rule in place for everyone with common sense taking precedence. We lived 5 people in the house and didn't run out of water and had biweekly delivery. Most guest appreciate we do not leave these thing for them to deal with. And our getting married meant we did need some items such as family photos we store our personal effects at the homes basement. At the end of the day any unclarity or misunderstandings I always try to resolved between private message Airbnb. In the end I didn't charge them anything and was the bigger person regarding things because we do sincerely hope their family has settled in to their new home in Sherwood Park and is having a good time in Canada.