Phew, man, okay, let me explain. A few details were omitted in Shannon's review.
Shannon had booked last minute the night before, which was fine, but she wound up arriving early morning the next day -- without any communication in between -- when I explicitly posted in my listing that check-in is after 7PM. I was still sleeping at 9AM when she called several times to be let in, during which I was sleeping. She seemed confused that I was so unprepared to let her check into the room at 9AM, when check-in was listed as after 7PM in the terms, and made some assumptions: for example, if there was a guest still sleeping in the room given that it was before check-out time (4PM per the terms), she would not have been able to arrive in the room then.
I appeared "disheveled" when I met her because I opened the door with half-opened eyes and groggy morning voice in my pajamas, with very little sleep on a Saturday morning, when I normally meet Airbnb guests in the evening after a day at work, room cleaned, coffee drank, eyes open.
If you book and check-in prior to the designated check-in time without telling me, while arriving early morning way before I usually wake up, then - if no one's staying in the room that morning - that's actually totally fine by me. But, Yes, I'm going to be very sleepy and "disheveled" looking.
So that was check-in.
Come check-out day, she asked if she could leave her bags around during her day while she and her boyfriend spent a few more hours enjoying the city. I said this was fine, though she didn't actually specify an exact time, and I did not anticipate that by "later", she meant past 7pm.
There was another guest that needed to check in to the room that night, and I had a flight I had to leave for that departs at 9:20pm. So when 8pm started approaching, and I had to flip the room for the next guest coming in, I contacted her to coordinate with her on what to do with the bags she left in the room so that I can clean the room in time for my flight.
I think she took this to mean I was upset at her for leaving her bags in the room in the first place. 1) I wasn't upset at her, ask any of my friends and they'll tell you I am the last person to get worked up about little things like these. I just needed to resolve logistics. 2) I was fine with having her bags in the room -- many guests have done this before in my 50+ times hosting, in fact -- but I had a flight to catch and didn't anticipate that she would leave bags all the way until the late evening.
I'm sorry Shannon had a bad experience with check-in and check-out. In all my times hosting Airbnb guests (60+ guests across 2 Airbnbs in 2 years), it's usually an incredibly smooth process! I'm sorry she felt like I was upset and made her feel unwelcome. :( I'm am as California Hippie chill as it gets. Feel free to check out my references and reviews on (Website hidden by Airbnb)
I think it was a general lack of clear communication and assumptions about check-in and check-out that made it so confusing for Shannon. Her experience was an exception that I don't intend on repeating for anyone else in the future. The next time someone asks to leave bags in the room, I will press for an exact time we agree on so I can plan for the next stay / travel plans / etc. I will also add a note in the description for future guests to pay attention to the check-in and check-out times, so they don't miss them in the future. :)