I'm very surprised by this negative review. Prior to your check-in, I paid $600 to my cleaner to deep clean the house, which is more than the typical cleaning fee we usually charge. In addition, we had a wedding group that checked out our house May 24, 1 day prior to your check-in, and they booked our house instantly the next day on May 26 (reservation for October 9). If our house is as filthy as this review portrayed, they would not have booked our place immediately the next day.
I'm sorry you retaliated when airbnb did not side with you in your attempt to get a "refund" for this reservation for claims of "uncleanlinesss". Everything was done on my end to ensure cleanliness. As part of our usual check-in protocol, I texted in the check-in instruction to notify me immediately if my cleaner inadvertently forgets to clean or check something, and my cleaner will be more than happy to re-service any areas she might have forgotten to clean. Every reservation receives the message that my cleaners do not get paid until guests have confirmed with me that they are happy with the cleanliness, functionality, and operation of the place. That is why a few hours after every check-in, I called and texted if everything was alright, and the response I received from Kevin was, "Hi thank you! Everything is fine", and Kevin's message ended with a big happy face. I left Kevin a five star review in all areas because I was not notified of any issues. If Kevin had notified me, and if I had failed to remedy the issues within 24 hours, I or airbnb would have fully refunded the reservation. That is how confident we are of the quality of our service for all guests. Please note that part of the check-in instructions is my reminder of guests to read our house manual carefully so that if there is something unclear, I can send my staff over to help. For example, my house manual instructs guests that there are two AC controllers in the house; the controller of the upstairs is in the master bedroom, and the downstairs is controlled by the AC controller downstairs. Guests usually notify me if they plan to use the jacuzzi so we can service it for them at no additional cost. In Kevin's reservation, when I called and texted Kevin, he neither picked up the phone nor texted me to inform me of his intention to use the jacuzzi.
Please read all other reviews to have a more accurate picture of the quality of service we offer. I guarantee that if guests are not fully satisfied with our service, they will be refunded. If you are local, please come check us out yourself, and the house will speak for itself.