I don’t exactly know where to start with this review. Maybe the only thing that really needs to be said is that I have been an AirBNB super host for seven years. I have hosted over 400 guests during that time and I have never received anything less than an excellent review—including guests immediately prior to and after this guest.
This review reels like retaliation from the guests because she did not want to take responsibility for breaking a clothes rack in the room. Everything was fine with the reservation until I began to raise the issue because Diane broke a clothes rack and did not tell me about it. Diane checked out on August 2nd. My house keeper discovered the dislodged clothes rack on August 4th when they arrive to clean the house in preparation for the next guest. See the exchange between myself and Diane below:
Aug 4, 2018
I hope you enjoyed your stay in Los Angeles. I noticed the clothing rack in the room is broken. I wish you had let me know. What happened?”:
Aug 4, 2018
I enjoyed my visit to LA. I understood you would be in Europe for 2 more weeks. Sorry. I placed my carryon on the luggage rack and one side of the track pulled out of the wall and hit me on the head! (I'm fine, small bump). It appears that the unit was screwed into drywall.
Generally speaking, I would not be terribly upset by small things being broken. That is par for the course. I consider it ‘the cost of doing business’. The problem here is Diane never bothered to let me know that the rack was broken. I only found out when the cleaning people came in to clean two days later. As a result, rather than having two full days to fix the rack, I only had a few hours to find a handy man to come in and fix the rack before the next guest arrived.
Now, to the specific issues Diane raised:
My being away and self-in:
I notified Diane before she arrived that I would not be home during her stay and gave her precise instructions on how to find the key (see below) Self-check-in is a common Airbnb practice. When Diane arrived, the back doors and windows were open because the other guests were home.
July 31, 2018
“I am in Paris. Everything is all set for you. When you get to the house. There is a key in the plastic owl in the foyer. Let yourself in. Your room is on the first floor. Turn left when you get is. Make yourself home.”
July 31, 2018
Sent from a mobile device
Leaving my house unattended for a month
While it is true that I was on vacation for the month of August. It is not true I left my house unattended. I was available via cell, text, email, (Hidden by Airbnb) , and (Hidden by Airbnb) . I have a house keeper that comes in before and after each guest. I have a gardener who comes in once a week to make sure the garden is maintained. I have a pool person who cleans the pool every week. I have a co-host who comes and takes the garbage out every week. On the one hand Diane complained that the house was unattended in the next sentence she complains about the staff that attends to the house.
Air Conditioning being broken:
This is just not true. I have a brand new HVAC system with a nest thermostat. My house is designed to be an indoor/outdoor living environment. There are fans in every room because some guests prefer to keep the doors open instead of using the air conditioner. There is a house manual in every room with instructions on the air conditioner. It does not appear Diane read the house manual. She never requested that the air conditioner be turned on.
I have a self-serve cereal bar with both hot and cold cereals and a self-serve coffee and tea bar in the dining room. It is certainly possible that the housekeeper forgot to replenish the milk before Diane arrived. Had she let me know, I would have gladly made sure there was fresh milk in the refrigerator that day.
In conclusion, on August 4th, Diane wrote “I enjoyed my visit to LA.”. She communicated no concerns during or immediately after her stay. Her complaints only arose after she broke the clothing rack in the bedroom by using it as a luggage rack. I had 8 different guests before, during, and immediately after Diane’s stay with me. None of my other guests experienced any of things Diane raised in this review. I take great pride in being a super host and providing a great experience for my guests.