How very sad :(
Please look at my photos, and maybe read the many positive reviews on another major site Advising on Trips. You will quickly see that we have put a lot of time, effort and money into making our beautiful apartment a good investment for us, and a lovely place for our guests to relax and enjoy their holiday away.
Then this family happened.
Vanessa and her family have left a glowing review in my guest book in our apartment. She loved her stay. She appreciated our efforts and found out apartment the perfect place for her.
However, during her stay, one of her group irreparably broke the shower door in the main bathroom. Most probably by accident.
I informed her via What'sApp within an hour of her departure, but not only did she deny it, she denied using the room. The bathroom opposite the twin bedroom, next to the lounge, and not accessed via another bedroom, as the en suite bathroom is!
I reiterated the door was fine when I gave her the keys, and broken when she gave them back (well, technically she scarpered just before our agreed meeting time and left the keys in the apartment).
I asked her to suggest a solution, hoping she might offer to pay for half, but no. She offered to pay for a broken wine glass.
Height of season, in Spain!
My following clients were understanding and I managed in that week to buy a replacement door, but felt compelled to charge Vanessa as I was extremely upset with her for her flat denial and refusal to come to any form of sensible solution. I didn't charge for the day it took to research, go and buy and then install the door (completely different fittings as the original is no longer produced) and I bought the most economical door Leroy Merlin sell.
AirBnB agreed with me completely and sorted my claim (with photos) and settled within 12 hours.
So what did Vanessa do?
She marked all my star ratings down and left a bad review. She did this a few hours before the review deadline and in the middle of the night, hoping I wouldn't see it in time.
She was spitefully and vindictive because she thought she could get away with denial of an indisputable fact. She even accused me of trying to scam her, even though I sent her photos of the broken door.
I don't know what to do, other than respond to her review, state the facts, and hope people will be able to see through this shallow person.
Sorry to air what some might see as "my dirty washing", but as I said above, I'm at a loss to know what else to do.
Thanks for your time reading this and allowing me to perhaps partly correct a wrong.