SAID'S REVIEW IS VENGEFUL AND FALSE! This negative review (both in star rating and word) is unfair and was left seemingly as an attack in response to our asking the guest to pay for some of the huge quantity of damage they did to the flat. We received only positive feedback from Said until, after requesting a small contribution from the deposit to cover a fraction of the huge amount of damage done he did in flat, Said suddenly changed and left this very negative review.
During his stay He broke an external blackout blind over French windows, he managed to leave three of the eight sets of bedsheets we left him utterly unusable for future guests, and ruined an indoor table by putting it outside and moving plants onto it and leaving it covered in dirty water and stained. He also rearranged the furniture without asking and did not reset it, including dissembling a tea station for guests, and he left the flat very dirty, requiring us to pay extra to our cleaners. Despite so many problems, we tried to be understanding and only asked Said to cover the costs of the bedding and the table (asking for an absolute minimum to cover our costs) and he not only refused to pay but started to make unfounded accusations against us. Previously Said had only given us only very positive feedback to our enquiries about the flat and his stay, but within minutes of us asking him to contribute to the costs of the damage through the AirBnB resolution centre, he left us this very negative review. In the end, AirBnB decided in our favour and we recovered the small quantity of money we asked for.
Said grossly misrepresented matters in his review, simply to damage our reputation because he was unhappy being asked to help cover the damage he did. I would like to correct matters here.
Cleanliness / condition of the flat: the flat was left very clean, we even had a professional cleaner working with us, there was no dog hair, and we asked Said several times during the stay how everything was and he didn't mention it before this review. I can only presume that as we arrived with our dog at the check in he saw an opportunity to make a complaint. Regarding the age of the flat, it is true that it is not new, but it is not falling apart, there are many photos on the profile to demonstrate this.
Communication: we responded almost instantly to all of Said's enquiries with long messages, answered all of his questions, and were in touch several times during his stay to make sure everything was OK. It is true that we didn't see some of the damage until after Said had left, and so had to contact him later, but that was because we didn't have a chance to go over all of the bedding, and inspect the flat fully before he left. We made every effort before, during and after the stay to keep Said informed about the flat and to ensure we knew about him too.
Completeness of the listing: The listing has a full inventory of facilities and amenities clearly showing that we do not have an iron or vacuum cleaner, along with many photos and a full description. He did not enquire before arriving whether we were able to provide either, only asking once he was in the flat, by which point we were unable to arrange for them. Had he enquires in advance it might have been possible, but regardless the listing was utterly complete and we cannot be held responsible for the guest not reading the information that we provide them with.
Comfort: I have no idea what Said is talking about regarding comfort, we have an ordinary two seat sofa and arm chair, we have never had another complaint, from subsequent guests on AirBnB or those we have rented to through other platforms. Likewise with the beds, we have even had particular compliments on the comfort of the double bed we have.
Check in: We acknowledge that we had a problem with the check in, arriving half an hour late. We notified Said several hours before knowing we might have problems, and did everything we could to mitigate the situation - recommending places he might be able to go in the meantime close to the flat, and constantly updating him as to our proximity. We of course apologised profusely to Said and all seemed to be well when we left him in the apartment. This was all after Said didn't tell us his check in time until we enquired the day before, and we agreed to a late check in in our best efforts to adapt to their needs, which he does not mention in his review.
All in all it feels bitter to have our first review for our flat be so unfair simply because we exercised our right as hosts to recover part of the cost for damage caused by a guest.