We take great pride in the quality and value of Airbnbs we provide our guests. We believe this is reflected in our Superhost status and the reviews that meritted that status.
Danielle's stay with us was extended 2x in 90 day increments and her parent's have a pending stay with us for 10 days in July at another Airbnb we have. Danielle's happiness with the apartment and us as hosts is clear through 2 extensions and an existing booking at a 2nd location. On her 1st extension in January she specifically mentioned how happy she was in the apartment.
We requested Airbnb terminate Danielle's 3rd 90 extension as it became increasingly clear that the accommodations Danielle required for absolute silence during day-time hours could not be accomodated.
A few facts about Danielle's stay:
Danielle's Airbnb Studio was not clean when she arrived, because she arrived hours early. Her check-in time was 3pm and she arrived mid morning. Upon her early arrival we immediately cleaned the room, changed the linens and towels so as to accommodate her hours early check-in.
Per our chat log at the time of her booking:
"I have another guest checking out Sunday the 22nd @ 11am. We'll need a few hours to get everything cleaned up for you. Our check-in time is 3pm."
Heating: The building's heating and coolings are electric and the power went down 2x for 4-5 hrs due to downed power lines locally and a 3rd time due to electrical work done by the local utility that caused a short-term outage. The apartments were completely remodelled in insulated in 2017 so that have the best insulation modern construction can offer in an historic building such as ours. We communicated hourly with the guests throughout the outage and offered to provide accommodations at a local hotel outside the outage area if power was not restored.
Snow Removal: We remove snow from the entry walk first thing in the morning and periodically if snow persists. Personal safety is something we take extremely seriously. We never received notice from Danielle or any other guests that our snow removal wasn't timely. Additionally, we're located on a city sidewalk and we're required to remove snow in a timely fashion because it's a busy Main Street in the town.
Construction: At the time of Danielle's 2nd extension she was made aware of pending construction for a Donut shop on the 1st floor of the building. She was advised that there would be unavoidable noise, but that every effort would be make to work around her schedule. She said she understood and that she "couldn't find another Airbnb of comparable value" so it was worth the possibility of noise. We take great effort to stay ahead of anything that would inconvenience a guests. This construction was planned for nearly a year and always explained to guests as the dates began to be set. Danielle repeatedly stated that she'd share her work/sleep schedule, but none was ever provided. Construction always occurred in the 9-5pm hours and never on weekends.
Guest Aggression: The event that led to us requesting that Airbnb mediate and cancelled the balance of Danielle's reservation was Danielle violently pounding the walls and floors of the apartment in response to contractors making siding repairs to the building. This was not the most serious incident, however. We hosted two other travelling nurses for 60 days. Their apartment was next to Danielle's and shared the buildings common hallways. Danielle's initial passive aggressiveness towards them evolved to aggressive interactions which were at a minimum extremely rude, but more likely hateful. Danielle's aggression culminated in a mediation between both parties. In hindsight, I should have asked Danielle to leave as soon as my other guests made the claims against her, but I wasn't present for the interactions so I didn't feel comfortable with the choice. I do not like making personal judgement, especially in a public forum like this. This is why I tread lightly even in my own review of Danielle's stay.