Let's stick to facts on this rebuttal (something we rarely if ever have had do to). This guest did not give us ANY info about her arrival until ONE DAY PRIOR to her arrival in spite of our attempts to communicate with her. Hence, her last minute arrival information put us in a bind. My husband decided to stay another night in town to make sure we could get her keys. She failed to mention these facts.
Fact 2: This guest had the unfortunate experience of our neighbor knocking on our foyer/mutually shared door in a frenzy because there was MASSIVE flooding of water coming into his flat which has subsequently caused thousands of dollars of damage. This was certainly not our guest's fault in any shape or form . However after gathering facts, he knocked several times and announced himself loudly. I realize this could be startling. However, he did his very best to try and deal with an awful awful situation of flooding sewage coming from our unit. I might add he is also a key deliverer for us and acts as host now and then when we are out of town. Hence, a very entrusted partner in our rental here in Soho. He runs two restaurants and is a lovely soul
Fact 3: We did indeed tell her that our cleaning staff was coming in at noon on the day of her departure. However, what she failed to report is that we have a VERY VERY VERY open policy in terms of people leaving bags in our secured foyer whilst they tour or have meetings. Past reviews talk about this. In no shape or form did we ask her to just "leave." When we aptly communicated that our maid was arriving at noon she said "no worries" as she was leaving before that anyways.
Fact4: Because of the flood from a broken interior pipe, we felt horribly about the situation and offered her a refund for one night's stay ($250) without her even asking.
Fact5: We are Super Hosts for clear reasons. We have provided lodging for years and years to people all over the world who have given us stellar reviews. Our history and facts speak for themselves. Once in a while we get a rare guest who simply will not ever be pleased no matter how hard we try.