We are at a loss to understand Luke's need to leave a review laden with misinformation. While we are relatively new to AirBnB, we have over seventy four and five star reviews with AirBnB's competitor, Vacation Rental by Owner.
We offer the following responses to Luke's review:
LUKE: "Upon requesting to book this townhouse I got a response from the host less than 24 hours later with a list of questions she wanted answered. Several hours later after not immediately responding I received a message from her telling me I must immediately respond or she would deny my request. Her accepting my request was immediately followed by a long list of rules. This list of rules was sent to me 1 or 2 more times before our vacation began"
HOST: As this is our home, we want to make sure a prospective guest is a good fit. As such we ask them 5 questions. We want to make sure they don't smoke. We want to know that the signatory guest is at least 25 years of age and that he or she will be staying in our home during the entire stay. We ask how many guests will be staying in our home and the ages of any children in the party. If a guest does not respond to these questions we decline their request as AirBnB scores us on our response time and blocks availability to the requested dates as a penalty for untimely responses. AirBnB asks guests to agree to the house rules prior to booking and those rules were reiterated one more time when we sent Luke our "Aloha Letter" which provides information on access to our home as well as useful information about our home and the surrounding area.
LUKE: "The day before our arrival I received a message from the homeowner telling us that our check in would be pushed back to 4 instead of the original time of 3 because there was 'maintenance to be done on the property.' "
HOST: 8 days prior to Luke's arrival we inquired as to when Luke would be arriving in hope that we could have a little more time to repair a broken chair and adjust newly installed screen doors. We were out of the home before 3:30 and before Luke arrived. The following communications between Luke and myself speaks for itself:
Message from Gail / Dec 2, 2017
Aloha Luke - As I mentioned, we have some minor maintenance to perform, so a little extra time would be helpful. I figure by the time you get your car and some groceries and get here it will be around 4pm. If that is ok with you we will make sure we are out of there before 4pm.
Message from Luke / Dec 3, 2017
I read all the recent messages. 4 sounds fine but our only question is if we do end up at the condo before 4, will there be no access to the condo to drop off bags or would we be able to at least drop off bags?
Message from Gail / Dec 3, 2017
Aloha Luke - We certainly do not wish to delay the start of your stay in our home in any way. I just figured that if your flight gets in at 2pm, it will be close to 4 pm by the time you arrive at our home. That said we will be sure to be out of there by 3:30 pm. If for some chance your flight arrives early, just give me a call at (Phone number hidden by Airbnb) to give us a heads up. Have a blessed week.
Message from Luke / Dec 3, 2017
LUKE: "The home contained rules hung all over the house about how to take out trash from the can, how to only wash complete loads, etc."
HOST: I believe there may be a total of four recommendations posted throughout our home all of which our intended to help guests avoid some of the problems both our guests and ourselves have experienced in the past as well as preserve the top tier experience that we provide our guests.
LUKE: "On the day after our arrival we received a phone call on the landline as we were crawling into bed for the night from the host to check in on us. Two days before our checkout date we received another phone call from the host telling us that she needed to come over and drop "things off" and "fix the smoke detector" the following day when we were out of the home. This phone call was again on the landlines when we were getting into bed for the night. I then texted her and gave her a time frame of when it would be convenient for her to stop by and received no response. After the host had already been there I noticed the smoke detector in the master bedroom hallway was still broken but received a text that the host's husband had already stopped by. Her repeated communication on our trip appeared that she only wanted to check in on the home as the smoke detector was never fixed."
HOST: We always check in our guests the day after arrival to make sure they arrived safely and are pleased with our home. We did request access prior to Luke's departure as we were leaving the island and needed to drop off new luggage racks and replace the smoke detector in the hallway. Unfortunately, the smoke detector we had was the wrong style and had to be replaced another time. All four of the smoke detectors in the home were fully functional hard wired units. The unit in need of replacement had an issue with the battery backup system which did not effect it's performance. The only correspondence during the stay was our customary arrival call and the communication related to the single visit.
The misinformation doesn't stop there. Luke's one and two star ratings were accompanied by additional untruths:
“Your guest suggested that your space could be cleaner in the following areas: kitchen, towels and linens. Additional comments: “Oven had food crumbs on glass top and on counter. ”.”
HOST RESPONSE: My husband and I were on site along with the house cleaner and property manager just prior to Luke's arrival. We were there to repair a chair and adjust the newly installed screen doors. at that time we had the house cleaner install brand new 500 count sheets on the master bed and put new bath towels into service. Furthermore, we had the unusual opportunity to inspect the cleaners work and know without a doubt that the kitchen was crumb free and immaculate.
“Your guest had some issues with the check-in process: entering the home. Additional comments: “The host was still in the house " working on things" an hour after we were to check in.”.”
HOST RESPONSE: As noted above, we were out of the home prior to 3:30 pm as agreed 7 days in advance of Luke's stay. Luke's access to the property was in no way delayed.
We can only presume Luke's angst is attributable to our inability to offer him a late checkout. Twice during his stay Luke requested a late checkout. Unfortunately, as we had another guest arriving that same day, we were unable to accommodate his request.
We ask that you visit our Vacation Rental by Owner site and check out our many 4 and 5 star reviews as well as our 3 other AirBnB reviews to see what more than 70 other guests had to say about their stay in our home.