Ответ от Samantha:
Here is a direct quote of my response to Vicky's question, prior to booking:
"I make my own cleaning products with white vinegar, baking soda, salt, and in some instances some rubbing alcohol. My cleaning person, who does some of the cleanings, enjoys the Method products and often opts to bring and use that stuff... We don't have fabric softener or dryer sheets in the unit because it ruins towels. We have wool dryer balls instead... We do on occasion use a standard over the counter bathroom cleaner, and we use Brasso on the brass tray table. Once in a while we have an issue that causes us to use carpet deodorizer and we do occasional carpet cleanings using chemical solvents. We use regular commercial laundry detergent and dish detergent. That all said, it is an AirBnB and it should be understood that by definition there are some unknowns; we have had guests bring in their own products before, etc. I would say that it's about as good as it gets for a shared home for a sensitive person, but we can't make any guarantees."
She was very happy with this response, and she booked for August. She did not ask me about fragrances used, ask me to go through the cleaning closet prior to her arrival and remove anything that might be there, or give me a reminder before her arrival that she was at risk of a severe health emergency if she came into any contact, hours later, with a surface or a room that had been cleaned with a commercial product. She did not ask me whether the carpet cleaning would take place before her arrival. I would expect these kinds of questions for someone whose health was on the line. I naturally assumed that my answer was suitable, because she even congratulated me for making my own products.
Later, she had a lengthy correspondence with me about wanting to change her reservation to add another day because her original check-out was the day of the eclipse, and she was concerned about traffic. I told her that we had another booking and could not extend her stay, and she seemed very irritated about this and made sure I understood that she had not wanted to leave a day early but to stay a day late. I told her again that I already had a guest arriving and could not change their reservation. She angrily decided to leave a day early and I accommodated her and gave a full refund for that day.
The previous guest before her mentioned a stain in the bath tub and I decided to spray it with a spray bleach bathroom spray because my natural products were not making a dent in it, and because obviously I'm going to make sure the house is clean. I did this at 11am, which was a full 4 hours before her check-in time. I had the entire house open, windows and doors, until 30 minutes before their arrival when I closed up the house and turned on the A/C because it was a very hot day and I thought my guests would like to enter a cool home. I also used Brasso on the tray table as I had mentioned to her in the original email prior to her booking, and I did this about 1 hour before their arrival when I cleaned the living room (about 30 minutes before I closed the doors and turned on the A/C. Brasso is a stinky product. I think she smelled not the -literally- 6 squirts of bathroom cleaner with bleach that I had sprayed in the bath tub hours earlier, but the Brasso that she had been informed prior to her booking would be used.
She was so angry, combative, and hostile that I had a hard time talking to her at all, but I offered to come back to the house and remove any cleaning products that bothered her (as she informed me that even the presence of a sealed bottle with chemicals inside was a hazard for her health), to provide fans, to call AirBnB to find her another place to stay, etc. Nothing I could say was acceptable to her. I did finally tell her that I simply did not realize that she was the person who had such a severe health issue, since she had booked some long time before and not mentioned anything to me since. It was intended to be a gentle way to let her know that she should remind a host prior to her arrival if indeed she had such a severe health issue, but instead it added fuel to her fire.
I feel badly for Vicky and I am truly sorry about her health problems, but if 6 squirts of commercial bathroom cleaner could cause her to be violently ill for days, she needs to contact any host not only prior to booking but also prior to arrival and make sure they have removed any such products from their home. She also should not book with any host who tells her up front that they can not provide a guarantee.
Not only did she decide to stay at the booking even after AirBnB offered to find her another place, she also extended her stay by 1 day without informing me ahead of time. Apparently the eclipse traffic wasn't so bad, after all.
I care deeply about the health and happiness of all of my guests, and I work very hard to provide the best accommodation I can possibly provide. I have been a host for several years. I have never had a guest treat me the way Vicky treated me. All the other guests who I have had in the past can vouch for the fact that I treat everyone I come across with great respect and kindness, and that I go above and beyond as a host. Naturally, once in a while, an issue arises, and I am always right there to help. Vicky was not interested in getting any help from me or from AirBnB, and her attitude made it very difficult for us to provide the quality of service that we strive for.