This is my first time having a negative review, and although I find it distasteful to reply – in this case, I believe this situation warrants a response.
To begin with, Thierry made a reservation for 1 guest, but two guests ended up staying at my home. I am pretty easy-going, so I didn’t even address it. Prior to arrival, I had sent him the check-in instructions for the house (which he didn’t follow, or didn’t even read), and I made sure that my sister and her husband were home to greet him that evening. They even carried their luggage upstairs.
Although I would try to check-in with him to ensure that everything was going well during my absence, it was not until the NEXT day that I found out that the other guests who had checked out from another Airbnb room in my home had turned off the AC and had left a few used towels in the bathroom. They had even left a post-it note on the folded towels that said "Used Towels - Do Not Use.”
After a day of attempting to communicate with him, the next morning he sent me an aggressive and inappropriate message demanding that I “DO SOMETHING!” to fix this problem, which he had failed to contact me about. There is Wi-Fi in the house, so there is no valid excuse not to be able to reach me. He also demanded that I, as a host, MUST 'at the very least' be present at check-in and check-out of my guests. Given that I work and have many responsibilities, there is no way for me to do this, and for this matter I have self-check-in instructions. My Airbnb guests have all the freedom possible in the house, and I like to keep it that way. It is VERY important that, before things escalate, my guests and I are able to communicate easily.
Regardless, I immediately handled the situation and had a cleaning person who actually took pictures of what Thierry reports was “unacceptable” and “unclean,” and it surely was not the case.
In summary, I would say this was an unfortunate situation that I am sure would have NEVER happened if he had communicated with me (as every other guest does when he/she has a question/concern). I wrote him approximately 5-6 times the day of his complaint, and he never responded to a single message. It is sad that in his review he does not mention that this situation was remedied immediately (even when I was in a different state). To conclude, this was a first and very unfortunate situation, and I am certain that it will be the last.