WOW I’M SHOCKED!!!
I feel not only offended but also damaged by Jackie’s review, therefore I MUST clarify a few things to whoever might read this.
First of all, since I started receiving guests at my house I’ve had exact 30 reviews. Out of this 30 reviews, 25 were 5 stars (84%), 3 were 4 stars and only one was 3 stars. Now with this unfortunate event, I can say I’ve got my first 2 stars review…
I’ve always received my guests with the utmost respect and consideration, and always tried to be clear and informative about any doubts they might have and the condition of the house. I get an actual satisfaction when I can accommodate their needs and in a way help so that they have a great time in this beautiful island that many call paradise. I believe this is clear from reading my reviews, with the exception of this one.
Considering Jackie’s review makes such a big contrast when put side by side with all the others, I mean to show you, through rationality and not through an impulsive manifestation of emotions >>> Jackie’s review was not only ungrateful but also very unfair, as it is easier to blame anyone but ourselves.
She starts by saying “This was the worst Airbnb experience I have ever had”. Ok, she’s entitled to it. But that demands a justification, which is not very clear, but I think it begins with the ferry.
Well, Ilhabela is very busy during this time of the year, a lot of people from São Paulo (a 20 million inhabitant city) travel to the coast for the weekends, and I’m sure they all waited a long time to get the ferry. Could this be my fault from not warning her? It could be, if not the fact that from all the messages shared between us in advance, Jackie not once showed interest in being informed or that she had any questions she needed explained. Actually my impression from all her short and dry messages (like “yes ok we want to stay”) was that she liked her space and didn’t want to interact with the host, therefore I respected that.
She said “I communicated using wifi with Fernando that we expected to arrive around sundown, and asked what the situation with the ferry was so we would be prepared about how to get onto the island.”
Actually way before that I sent her a message which goes;
“Hey Jackie, I tried to reach you on your phone but wasnt able to. I wanted to share the house location (on GPS) and ask if u guys know what time youll be arriving. Have a nice travel and see u tomorrow!”
And she replied;
“Hi! We don't know what time to arrive, what time does the ferry run? We are coming from Ubatuba”
And I responded promptly;
“The ferry runs 24/7. The reason i ask is because i need to be at home when u arrive to open the house. You can find my number here so just give me a heads up!”
And finally one day later she sent this message;
“Hello we will be at beach until sunset and come check in after sunset. U want to meet us when the sun goes down ok”
Which I replied with another message giving the exact directions from the ferry to the house. I will not paste it here because it contains sensitive information.
That leads us to another issue, and I quote "the way we were treated from communication to check in was very careless”. There was no effort from Jackie’s part in order to make any real contact until after 21pm of her arrival date (way after sunset, which was the time she said she’d arrive), when she called me to know where the house was and yes, I did not answer this call as I was in the shower. But I did reply to a long distance call as soon as I noticed. I can only guess she didn’t bother to read the message with the exact directions from the ferry to the house I mentioned above.
Also, if you check the listing information regarding location, you will see;
"Don't check this address on (Hidden by Airbnb) maps as it will take you somewhere else"
I suppose that’s another thing she didn’t bother to read on the listing… As she mentioned later on the review “Apparently the road is new and not on maps or GPS yet. That is something I think he should've told us about”. Well, didn’t we see on the transcript above I tried to share the location trough the phone and sent the directions?
And she finishes with a poor comment about “dragging our heavy bags up a steep hill and then through dirt and rocks of the construction scene” and that “he didn't come out to meet us or tell us about a gate”. That is just not true! I did go downstairs to help them and the other gate was right there for them to see but when I noticed they had arrived (I didn’t wait for them at the porch for 5 hours, from sunset until past 23pm, should I have?).
Lastly about the construction I quote the first message I sent her;
I'll be glad to host u guys during ur boyfriends birthday, but there are a few things I should say. We are currently doing a renovation on the outside area. The house itself is fine, but we got no garage at the moment, and the stairs that lead to the house are a bit improvised. It wasn't a big deal for most guests we had during the period, but I feel compelled to warn u so we can avoid any surprises. If that's ok with u guys, u'll be more than welcome! I'll wait for u to tell me where u stand before confirming the reservation.
I’m really sorry Jackie’s trip with her boyfriend (a very easy going guy by the way) didn’t go as she expected, and that even with all my goodwill I couldn’t turn that around, but I can only suppose that she didn’t make any effort at all in order to know the very minimum about Ilhabela and where she was going, like she had pinpointed her finger in a map and said “Ill go there!”. It’s fun to do that but u should expect surprises.
And I felt sympathetic to the fact that Jackie actually booked a room (at a lower cost) thinking it was another room with a balcony. She probably didn’t bother to read the listing information, but I gladly switched rooms at last minute (with no extra charge).
But what really bothers me is that I welcomed in my own house someone that mistreated my dog, made a mess in the room (maybe on purpose), and left such poor comments on my private feedback. Some people just look to blame anyone but themselves, as it’s not easy to look inside yourself and find things you might not like.