It is unfortunate that in your effort to not take responsibility for damages you would choose to criticize the home, told us you loved. Our cleaning crew goes through a 32 point checklist prior to arrival which includes documenting the condition of all items damaged from the prior stay, as well as cleaning. This includes a guarantee to return and re-clean anything you are not satisfied with immediately after your check in. We status this with you at check in and you confirmed “everything is top notch”. We also encourage you to let us know if there is anything during your stay that is not 5 star, so that we can address it, again you said “everything is perfect”.
As you mentioned in your review “the house is nice”. In our review we didn’t include the mention of damage, as we had hoped you would take responsibility for this and didn’t want it to impact the good aspects of your stay. Our biggest issue were the damages and nothing of note during the stay. I suppose we would have liked better communication from you, since apparently you had concerns you did not express until we asked you to take responsibility for your damages. You did inform us in advance of glasses you broke and paid for these right away. Thank you. Other damages were; hole in wall, hole in door, broken casters on one of the beds (as though someone jumped up and down on the bed). We fixed them and contacted you immediately. These were minor and we understand mishaps happen, but we do appreciate guests who take responsibility for their damages.
To address your other statements in an effort to be clear for future guests, although these things are in our welcome letter:
1. We do self check in with an electronic lock and ask guests to provide names of anyone desiring an invite (key) to the lock. Not sure why it would be of concern that a host would like to know who is in the home, even if they don’t need an electronic key.
2. We do not do a walk through, as stated in our Welcome Letter and on our profile, however we speak to all guests upon check in to make sure everything is excellent for them, and you provided us feedback that it was indeed “perfect”.
3. We contact you the morning after check in after you have had a full nights rest and time to really settled in to confirm everything is okay, and you confirmed again “perfect”.
We highly encourage guests to read the profile, house rules and the welcome letter. We try to keep these fairly short, but clear and accurate to make the guest stay as great as possible.
The home is not listed or for sale, nor do we have any intention of selling in the near term. However, the internet is likely to have market data on every property ever listed or sold. I am not sure if it was listed how this would impact a guest stay.
We highly value our reviews and take each guest stay very seriously. We do strongly seek to deliver a wonderful guest experience each time, which is why we monitor damages and upkeep of the home and would like each guest to leave it as they found it, or be responsible for anything they do so future guests can enjoy the home at the same level.
The claim has escalated to Airbnb since you have not resolved it. Hopefully you will resolve it.