Let me start by saying to any future potential guests reading my response “I am sorry that you have to read this. This response is not me, but a necessary reply to what is absolute garbage from Emily. I always take my guests reviews very seriously and try to learn and implement suggestions for future guests. Sadly, this is that rare occasion where everything from start to finish from Emily’s review was verbal diarrhea”.
Sadly, you are the kind of guest that makes me not want to host any longer. Like you, I travel regularly for my business and I would never dream of treating a host the way you have me. I have been hosting now for over five years and I do it because I love people, I love meeting people from all over the world and I love hosting people. My passion is to create a great stay and if possible an amazing experience for each and every guest I host. Hosting you was a very difficult experience and your subsequent review is sad and pitiful. I hope I or any other host never has to experience what I experienced with you in the future.
Your review was based on three issues; the late check-in, the lift and the price. I will address each individually below:
The late check-in - Emily, your communication was NONE EXISTENT. You instant booked my place for Boxing Day (26th December) during the holiday period. The ONLY communication from you was a request to check in at about 8pm. I was at the apartment waiting for you from 7:30pm as I always am for each of my guests. I contacted you at 8pm to let you know I was there ready for you, only to receive a message back to say you are running late. NOTHING ELSE! I then asked approximately how late, to which you eventually responded “about 2 hours”. Now, had you been delayed on a flight or some other form of transport that prevented you from communicating I would completely understand. The fact is, you were coming from Liverpool. NOT ONCE did you bother to message me to say you would be late arriving. Had I not messaged you, I would have sat there waiting for you for FIVE hours. How disrespectful. You also knew that I would be meeting you for the check-in as I communicated this to you prior to your check-in. Not once did I ever mention you collecting a key and not once did you ever ask for details of that supposed key.
THIS WAS JUST THE START!!! After 2 hours I heard NOTHING from you. It was not until after Midnight, after I had sat around waiting to check you in for 4 1/2 hours and after I had to message you again that you finally replied to say you were about 40 minutes away. What’s worse is that you had a personal driver, so you were hands free to communicate with me all evening. Instead you chose not to. As a result, I sat around all Boxing Day evening waiting for you so that I could be a good host. HOW DISRESPECTFUL!! Even after this, I treated you with respect and smiled and provided you the same check-in I always do with every guest. I even went as far as saying hello and goodbye in one of your native languages (Russian) to try to lighten the evening.
The lift - The lift was working at 8pm that evening when you were supposed to arrive. Whatever happed to the lift happened between then and your actual arrival at 1pm. Let’s not forget that I CARRIED YOUR SUITCASE UP TO THE APARTMENT FOR YOU. Regarding the house rules - what you saw in the kitchen for you was a welcome book. Most guests actually really appreciate this, as it explains everything about the property, myself and my wife, and the services and amenities in the local area to them. If I miss anything during a check-in with a guest, they can refer to the welcome book. Yes it does contain house rules also, like every Airbnb property does. I can only assume by your attitude that you believe house rules should not apply to you?
The price - in your review you are referring specifically to the extra night you booked on the last day of your stay and the late check-in. First let me say that if our apartment was that un-homely and un-inviting, why did you book an extra night? Let me also provide the whole context of your extra night booking - You asked if you could book a half day in order to check out late, as your flight was not leaving until the evening. I explained that we would have to block the whole night as we cannot expect the next guest to check in after 9pm when in fact we offer check-in from 4pm and have to clean the apartment after your use. I also advised you NOT to book the apartment for the extra night as our price for the New Years period was high, due to high demand. You decided against my advice and went ahead and booked anyway. That was your choice Emily. In fact, your one night booking prevented another guest from booking for the whole New Years period, so in hindsight I would have preferred you did not book. Regarding the late check-in fee, yes we do charge this as most hosts do. If you want to discuss price, let me say that I say put around for 5 hours waiting for you, simply because you failed to communicate. Had you, I could have gone and spent time with my family and come back to meet you at 1am. I think the late check-in fee for this is perfectly reasonable. In fact I generally charge £150 per hour for consulting so in effect I lost £750 waiting for you, if you really want to look at this from a cost basis.
All in all, this was probably the worst experience I have encountered with a guest due to your complete disrespect to communicate with me, your nonchalant attitude when you finally arrived at 1am in the morning and your absolutely disrespectful review.
If this is how you manage your large travel company, I sincerely hope I NEVER book a trip through you.