When a guest books with us, our "no party/no event" policy is stated prior to the booking to eliminate high traffic that can not be managed or that is not able to be accommodated properly. We want everyone to have the best experience, as well as our neighbors. I asked this guest about the purpose of the booking after the booking occurred because the guest made reference in conversation to the unit being used for a wedding preparation event. This is against our policy unless approved prior to booking. We consider this a sneak event, which guests do when they know it is against policy or have other motives. This put me on alert. After the discussion about the event details, I asked the guest to manage it accordingly because we do not allow more than 6 people to utilize the home during a stay and their booking had already started. Following her agreed commitment to our policy, on our outside security cameras, I noticed more than 6 people at the property and multiple cars blocking the driveway from 2am in the morning well into the next day. I called the guest to ask for the cars to be moved as this property has two units, and others must have access 24/7. I still tried to be understanding about the guest breaking the 6 person limit policy and did not bring that up. It was very rude of them and inconsiderate to block the access gate to the property for that amount of time, as well as have more than 6 guests overnight in the unit. This again put me on high alert. The second time I contacted the guests due to someone blocking the gate, was a mistake. My gate alerts were not timely and it seemed as if the car was there for more than 10 minutes when it wasn't. I apologized to the guest for this mistake during the call when I was corrected by her. But once again, I was on alert at this point due to all the rules that have been broken already. Upon checkout, I noticed some very nice decorative items missing from the house that was there prior to their arrival. Airbnb requires a claim to be filed within 24 hours after checkout or before the next check-in, whichever is sooner. I filed the claim accordingly. The guests seem to have not checked their messages until a couple days later or their receipt of the claim was delayed.
We pride ourselves on exceptional service, a safe and comfortable environment that travelers call home away from home. However, when we are approached in a manner in which the service provider is being taken advantage of, we try to work through it with the guest in a very professional manner. Unfortunately, this guest felt because they paid for 3 guests, that they should be able to have an event with over 6 guests utilizing the amenities and resources of the property without being held accountable.
To all future guests, I apologize if any of my communications here are misconstrued.