While I feel terribly that Lily did not enjoy her stay, the claims raised by Lily are either untrue or contextually incomplete. As evidenced by 100+ 5-star reviews, we care deeply about our guests’ satisfaction and go above and beyond to make their visits wonderful - as we did with Lily and guest.
For Lily, our efforts included:
- Answering rounds of pre-visit questions (e.g. parking, thermostat, stairs, city tour plans, Airbnb payment questions).
- Fielding a check-in assistance call when Lily drove to the wrong address.
- Accommodating early check-in support (thus the towel delay and a spare towel in the dryer), including a door lock walk-through, and a hands-on TV how-to when Lily explained they were ‘not electronics people’ and explained they hadn’t read our guide.
- Providing extra sets of towels at Lily’s request.
- Providing Wi-Fi support (again, referring Lily to the guide for the ID/PW)
- Accommodating Lily’s request that I lock the door for her the morning after check-in. After locking the door (which was functioning appropriately). I also called and messaged Lily to again explain how to use the lock, reiterated referring to our guide’s instructions if she has issues, and asked if there was more I could do to help.
- At 10pm, on night 2 of Lily’s stay, fending off a locksmith who was attempting to gain entry to my upstairs home (not the basement rental) while Lily and guest were inside the unit they claimed to be locked out of (they had let themselves into the unit using a functioning door lock).
At no time during Lily’s stay, did my co-host or I fix/change the lock’s settings as claimed. Every time we checked into Lily’s concerns, we found the lock functioning appropriately (e.g. at check-in demo, at lock-up on day 2 [at which point I filmed the lock functioning appropriately due to concerns with Lily’s communications and claims]).
On the second night of Lily’s stay, I was unavailable for ~3 hours due to a work conflict. I am sorry I was not able to pick up immediately – but, this was over a day after check-in, after an in-person lock demo, after multiple visits looking into the lock concerns, and after multiple calls/messages checking in on Lily as well as attempting to help her learn to use a standard door lock that 100+ guests, over 1.5 years, have used with no issues. And as mentioned, the lock never ceased functioning – Lily was able to let herself in.
Short of this single experience, we have loved opening our home to awesome Airbnb visitors. I hope future, perspective guests understand that Lily’s review is not reflective of the wonderful experience our guests have had over the last 1.5 years.